IP Office Platform 9.1 Deploying Avaya IP Office Platform Voic Pro (Windows)

Transcription

1 IP Office Platform 9.1 Deploying Avaya IP Office Platform Voic Pro (Windows) Release 9.1 Issue 10a December 2014

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4 Contents Chapter 1: Voic Pro... 7 Voic Pro... 7 Supported languages... 9 Voic Pro licenses Number of simultaneous users Chapter 2: Installation Server installation Mixing Linux and Windows servers General installation requirements Computer specifications Network requirements Disk space requirements Web server operation SFTP server requirements Server/Client installation Performing pre-installation checks Checking that Windows Audio is enabled Installing the Voic Pro software components Checking the client to server connection Modifying the installed components Installing Web campaigns Starting Voic Pro Services manually Setting the Voic Pro Service or computer to restart automatically Using a batch file to start services Upgrading to Voic Pro UMS Web Services IMAP installation Web Voic installation UMS Exchange configuration Configuring Exchange Server for Unified Messaging Configuring registry settings Assigning permission to users for MAPI Voic Configuring the server SMTP settings MAPI setup Voic operation Text To Speech (TTS) installation Windows TTS licensing Generic TTS licensing Languages Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

5 Contents Checking that Windows Audio is enabled Installing Generic Text To Speech Installing Avaya Text To Speech Setting up Text To Speech to read Troubleshooting Starting Voic Pro Services manually Setting the Voic Pro Service or computer to restart automatically Using a batch file to start services Voic Pro User Log Viewing log details About DbgView The voic console Chapter 3: Using the Voic Pro client Logging in to the Voic Pro server Starting the Voic Pro client Call flows Confirm Callflow Download field descriptions Continue offline message Saving changes and making them live Saving the configuration and making it live Saving the configuration to a file without making it live Logging out Closing the Voic Pro client Chapter 4: Centralized Voic Pro overview Centralized voic Summary of IP Office settings Fallback IP Office control Backup voic server operation Backup server configuration Manual failback Graceful failback Automatic failback Distributed voic servers Summary of IP Office configuration settings for distributed voic servers Distributed voic server configuration Combined options Example: Combined fallback control and backup server operation Installation notes Configuring SMTP Voic Pro Configuration IP Office configuration Appendix A: SMTP logging Appendix B: Verifying the host key of the SFTP server December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 5

6 Contents Appendix C: Installing Voic Pro as an ACM Gateway Appendix D: Networked Messaging (VPNM) overview Requirements for VPNM Voic Pro with VPNM support Testing a VPNM Setup Glossary Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

7 Chapter 1: Voic Pro Voic Pro The diagram illustrates a Voic Pro system with some of the setup options. This manual covers the installation of a Windows base Voic Pro server with IP Office. The installation of Linux based servers is covered separately in the manuals for deploying a Unified Communications Module, Application Server or Server Edition system. IP Office Control Unit The IP Office Voic Pro licenses on page 10 are entered into the configuration of the IP Office system. The licenses are required to activate Voic Pro features. You can run an unlicensed Voic Pro service for demonstration and testing for a duration of two hours only. License keys are December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 7

8 Voic Pro issued against and validated against the unique serial number of the feature key dongle used by the IP Office. Voic Pro Server Voic Pro Client Telephone Extension User's Computer Server ContactStore Server The Voic Pro service is installed on a server computer. This becomes the computer where messages and other data are stored for the mailboxes and services provided by Voic Pro. The server can be a Windows or Linux based server. There are a number of scenarios where multiple Voic Pro servers can be supported. For example, to provide a backup Voic Pro server or to support multiple IP Office systems in a network. See Centralized Voic Pro Server on page 124. The Voic Pro Client is used to administer the Voic Pro service. The client is a Windows application that you can install on another computer to allow remote administration of the server. Only one client can connect to the server at any time. The version of a Voic Pro client used with a Voic Pro server should match. If the Voic Pro client is used to load a call flow from an earlier version of Voic Pro server, you will be warned that if you edit the call flow you will not be able to save it back to the original server. If the client is used to load a call flow from a later version of Voic Pro server it will stop the action and prompt that the call flow cannot be loaded. For internal extensions, the Voic Pro server provides message waiting indication. This is done automatically for the telephone user's own mailbox. However, the user can also be configured to receive message waiting indication for other mailboxes. In addition to accessing mailbox voic messages through the telephone, there is a range of methods for accessing messages from a user's computer. This can be by web browser, IMAP account, Exchange server account, and various other options. The IP Office one-x Portal for IP Office application can also be used. Using an server, Voic Pro can provide a number of services. This includes the ability to send message alerts or message copies. For Exchange servers, with the forward to option, the Exchange server can be used as the message store with users accessing their messages using Exchange clients such as Microsoft Outlook, Outlook Web Access, and so on. In addition to taking voic messages, the Voic Pro can be used for automatic and manual call recordings. These recordings are stored in the Voic Pro server mailboxes. ContactStore for IP Office is an additional licensed application to which recordings can be transferred for long term storage. ContactStore supports archiving to DVD, access by web browser, and searching based on call details. 8 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

9 Voic Pro Installation of ContactStore for IP Office is covered in its own separate installation manual. For proper functioning, install and test Voic Pro before installing ContactStore for IP Office. Supported languages By default, the prompts installed match the installer language selection plus English. If other languages are required, they need to be selected by doing a custom installation. The installable Voic Pro prompts are listed in the table below. The availability of a language in voic does not necessarily indicate support for IP Office in a country that uses that language. Language WAV folder Fallback selection TTS Windows Brazilian Portuguese ptb > pt > en. Chinese (Cantonese) zzh > en > enu. Chinese (Mandarin) ch > en > enu. Danish da > en. Dutch nl > en. English UK en > en. English US enu > en. Finnish fi > en. French fr > frc > en. French Canadian frc > fr > enu > en. German de > en. Greek el > en. Hungarian hu > en. Italian it > en. Korean ko > en. Latin Spanish eso > es > enu > en. Norwegian no > en. Polish pl > en. Portuguese pt > ptb > en. Russian ru > en. Spanish es > eso > en. Swedish sv > en. Turkish trk > en. When the IP Office routes a call to the Voic Pro server, it indicates the locale for which matching prompts should be provided, if available. Within the IP Office configuration, a locale is always set for the system. However, differing locales can be set for each user, incoming call route, and short codes in addition to the default system locale. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 9

10 Voic Pro The locale sent to the Voic Pro server by the IP Office is determined as follows: Locale source Short Code Locale System Locale Incoming Call Route Locale User Locale Usage The short code locale, if set, is used if the call is routed to voic using the short code. If no user or incoming call route locale is set, system locale is used, unless overridden by a short code locale. The incoming call route locale, if set, is used if the caller is external. The user locale, if set, is used if the caller is internal. If the prompts matching the IP Office locale are not available, the Voic Pro server will provide prompts from a fallback language, if available. The above table of languages lists the order of fallback selection. If required, the language provided by a voic call flow can be changed using a System Prompt Language action. TTY Teletype Prompts Select TTY (Teletype (Textphone)) is included in the list of installable languages. TTY is a text-based system that is used to provide services to users with impaired hearing. Voic Pro licenses The Help > About screen in the voic client can be used to check which IP Office the Voic Pro server is working and the licenses it has received from that IP Office. The license keys are entered into the IP Office configuration using the IP Office Manager. If the Voic Pro server is installed without licenses, it will run for 2 hours and then shut down. For IP Office Release 6 and higher, support for Voic Pro is enabled by the addition of a Preferred Edition license. Preferred Edition (Voic Pro) This license enables support for Voic Pro as the IP Office voic server with four voic ports. A Voic Pro server with the Preferred Edition license provides the services listed below. Additional licenses can be added for additional voic features, these are detailed separately. The Preferred Edition license was previously called Voic Pro (4 ports). Server Edition On IP Office Server Edition, the Server Edition license provides all the Voic Pro features that are provided by the Preferred Edition license on IP500 V2. Additional Voic Pro Messaging Ports The required license for Voic Pro server support [Preferred Edition (Voic Pro)] also enables four voic ports. This license can be used to add additional voic ports up to the 10 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

11 Voic Pro maximum capacity of the IP Office system (IP500 V2 = 40, IP Office Server Edition = 250). This license was previously called Additional Voic Pro (ports). VMPro Recordings Administrators To support ContactStore in a small community network (SCN), all the IP Offices in the SCN require either their own Advanced Edition license or the VMPro Recordings Administrators license. VMPro Networked Messaging Enables the VPNM (Voic Pro Networked Messaging) functionality within Voic Pro. Enabling VPNM is required for message exchange with remote Voic Pro systems and Avaya Interchange systems. VMPro TTS (Generic) This legacy license enables use of text-to-speech facilities using third-party TTS software with Voic Pro. One license per simultaneous instance of TTS usage. The IP Office Advanced Edition license also enables eight ports of generic TTS. VMPro TTS (ScanSoft) This legacy license enables use of text-to-speech facilities using Avaya-supplied TTS software with Voic Pro running on a Windows server. One license per simultaneous instance of TTS usage. Legacy licenses The following legacy licenses are still supported by IP Office Release 6 and higher. UMS Web Services: This legacy license is used to enable UMS voic services support for users set to the Basic User profile. Other users are enabled for UMS through their licensed user profile. Number of simultaneous users All connections between the Voic Pro server and IP Office are through LAN using data channels. The maximum number of data channels that can be used for Windows voic server operation at any moment are shown below. IP Office IP500 V2 40 Maximum for Voic Pro The actual number of simultaneous users is determined by the licenses for Voic Pro added to the IP Office configuration. Note that some specific functions can have voic channels reserved for their use or can have channel restrictions. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 11

12 Chapter 2: Installation Server installation This section covers the installation of the Voic Pro server on a Windows server computer. Voic Pro 9.1 can be installed with the following IP Office systems running IP Office Release 9.1 software: IP Office 500 V2 Mixing Linux and Windows servers In scenarios where multiple Voic Pro servers are used, a mix of Linux-based and Windowsbased servers can be used. Related Links Centralized Voic Pro overview on page 96 General installation requirements Here is a list of general requirements for all types of voic installation. A client computer with IP Office Manager and Microsoft.NET Framework versions 2.0 installed on it. If.NET 2.0 is not detected, you will be prompted to install it before the Voic Pro installation proceeds. An IP Office Feature Key. For details, see Avaya IP Office Standard Version Installation ( ). Licenses based on the serial number of the IP Office Feature Key. These should include: - A license for Voic Pro and any additional voic ports is required. If Voic Pro Server is installed without a license it will run for two hours and then shut down. - Licenses for any other Voic Pro components being installed, see Voic Pro licenses on page 10. Latest version of the IP Office Applications DVD along with the latest fixes and patches. To get the latest version of a required software, visit 12 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

13 General installation requirements Tip: Before you begin to install Voic Pro, check that the computer that you are using can connect to the IP Office unit and that you can load and save a configuration file using IP Office Manager. Switch off any computer and hard disk sleep, power down, suspend, hibernation modes. Install the Voic Pro software using an account with full administrator rights on the computer. The service subsequently runs under that account. If you prefer, create a separate account for this purpose and configure it such that the account password does not expire. Computer specifications The Voic Pro application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections. For more information, see Number of simultaneous users on page 11. The Voic Pro software can be installed as separate Voic Pro client and server parts. You can perform remote administration of the Voic Pro server from a computer with just the Voic Pro client installed. A copy of the client is automatically installed locally with the Voic Pro server. Source DVD IP Office 9.1 Application DVD (Disk 1) Languages See Supported Languages on page 9. IP500 V2 IP Office Preferred Edition. License See below. The Voic Pro server part of the software consists of several components in addition to the core server software, these are: Campaigns: The Voic Pro can be configured to run a campaign. This consists of a series of questions for which the Voic Pro records the callers answer or key presses. With International Time Zone (ITZ) support, the Voic Pro records the IP Office time and not the Voic Pro local time. The resulting recordings can then be played back by users. Users can use the web aspect of campaigns to perform this playback and processing of campaign recordings via their web browser. This requires an IIS web server to be run on the same computer as the Voic Pro software. UMS Web Voic Users can use UMS to access their voic mailbox using either an IMAP compatible program or through their web browser. UMS Web Voic requires the Voic Pro service to be installed on a server computer that has a pre-installed IIS. It also installs PHP if not detected as already present. Text to Speech (TTS): Through adding additional licenses, the Voic Pro is able to use the TTS functions of Windows to speak text and numbers to callers in addition to recording prompts. This is intended mainly for scenarios where the Voic Pro is obtaining text and number values from a customer database. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 13

14 Installation Installation on Windows server operating systems On many Windows server computers, while the Windows Audio components are present by default they are not always enabled. If this is the case the playback of voice prompts may be 'choppy' and the TTS (if installed) will not work. However, enabling Windows Audio does not require the server computer to have a sound card installed. 1. Verify that you have full administrator rights for the computer. 2. Click Start > Administrative Tools > Services. 3. If the status of the Windows Audio service is not Started, start the service and set the Startup Type to Automatic. Note: 1. Do not use the Large Fonts setting, as it may cause options on some screens to become inaccessible. 2. For a good connection speed, use a 100 Mbps network card. 3. Free disk space requirements are also subject to the message storage required. For more information, see Disk space requirements on page 17 Basic Voic Pro Minimum hardware requirements RAM Hard Disk Free Space 256MB 2GB Note: Add 0.5MB per minute of message and prompt storage space as per your requirements. Processor Pentium P4 1.4GHz P4 1.4GHz Celeron Any 1.7GHz AMD Any 1.7GHz Any 1.4GHz Operating System Support Server OS 2008/2008 R2 Server 2012/2012 R2 Server Client OS Windows 7 Windows 8.1 Service Voic Pro plus UMS Web Voic and/or Campaigns Minimum hardware requirements RAM 512MB Hard disk free space 2GB 14 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

15 General installation requirements Minimum hardware requirements Processor Pentium P4 2.8GHz Celeron Not tested. AMD Athlon XP 3000+, Athlon 64 The following table provides a list of the operating systems that are supported for the server. Server OS 2008/2008 R2 Server 2012/2012 R2 Server Service Both Web Campaigns and UMS Web Voic require the IIS web server on the Voic Pro server computer to be enabled. On Windows 2012, you also need to install ASP.NET 3.5. UMS Web Voic installs PHP if not detected as already installed. Voic Pro plus IVR and/or TTS Minimum hardware requirements: Basic Voic Pro RAM Hard disk free space Processor 512MB 20GB Pentium Celeron P4 2.8GHz Not tested. AMD Athlon XP 3000+, Athlon 64 The following table provides a list of the operating systems that are supported for the server. Server OS 2008/2008 R2 Server 2012/2012 R2 Server Service If the database being queried is located on the Voic Pro server, the query speed of the database will be affected by the amount of memory available. You must take into account the memory requirements of the database being queried. Pre-requisites: For systems running Windows 2012, install.net Framework 3.5 Features. Ports The Voic Pro service uses the following ports: Port Number Type Description 25 TCP 37 UDP 69 UDP Used to listen for SMTP connections. Used to receive time requests (RFC 868). Used to interchange the status, configuration, and program data. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 15

16 Installation Port Number Type Description 80 TCP Used to service HTTP requests (Web Voic , mobility clients, one-x Portal for IP Office) for Voic Pro server running on Windows. 143 TCP Used to service IMAP4 requests. 514 UDP 993 TCP UDP TCP TCP 8000 TCP Note: Used as the default port to write syslogs to a syslog server. Used to service IMAP4 requests over SSL. Used to receive requests from IP Office PBX. Used to receive requests from one-x Portal for IP Office and to receive connections from the Voic Pro Client application. Used to communicate with the MAPI Proxy service. Used to service HTTP requests (Web Voic , mobility clients, one-x Portal for IP Office) for Voic Pro server running on Linux. Voic can use additional ports for connection to services such as a third-party database or Microsoft Exchange. Caution: Do not install Voic Pro server on a computer that runs the Domain Name System (DNS) Server service, as the DNS Server service might prevent the Voic Pro service from obtaining the ports that the Voic Pro service requires to function correctly Do not install Voic Pro on a computer that runs an Exchange server, as the SMTP configuration settings of Voic Pro server might create conflicts with those of the Exchange server. Network requirements The computer should be configured and tested for TCP/IP networking. 16 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

17 General installation requirements The Voic Pro server computer must be connected to the IP Office Control Unit directly or through a LAN switch. If directly connected, changing the settings of the computer network card to match the IP Office control unit can resolve some issues. This should be done according to the computer or network card manufacturer's instructions. The options for IP Office LAN ports are: All IP Office LAN ports are 10Mbps/100Mbps auto sensing. If not directly connected, using any of the above settings must be supported and matched by the intervening network equipment. The computer must have a static IP address. If the IP Office is acting as a DHCP server, it defaults to using to for DHCP clients. This leaves to for devices that require fixed IP addresses. Disk space requirements The following disk space requirements are only approximations: At least 2GB of free disk space is required on the operating system drive (by default c:), regardless of to which drive Voic Pro is actually installed. A compact Voic Pro installation requires 130MB. A typical installation requires approximately 255MB. A custom installation requires up to 2GB of disk space. However, prompts and recorded messages consume an additional 0.5MB of disk space per minute. For a busy environment you can expect to require at least 1000 minutes of message recording space, that is 0.5GB. If you are installing the client only, you can expect to require at least 170MB. Web server operation If a Web browser access is required, the Microsoft IIS Web Server must be installed on the server computer before Voic Pro is installed: Microsoft web server products run as services and require Voic Pro to also run as a service. Internet Information Server 5.0 or higher is required. SFTP server requirements To be able to use some of the features of Voic Pro server (for example, the remote backup operation, VRLA, and so on), you must install and configure an SFTP server. You can choose to December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 17

18 Installation install any of the commercial or free SFTP server applications. However, ensure the following for the SFTP server to work with the Voic Pro server: Configure port 22 to accept incoming connections to the SFTP server. Create a separate user account on the SFTP server for use with the Voic Pro server. If the SFTP server application requires you to set permissions for the user account, set the Read, Write, and Delete file permissions and the List, Create, and Delete folder permissions for the user account. SFTP configuration requirements for VRLA feature on Linux-based server For the VRLA feature to work on a Linux-based Voic Pro server, you must: Install the SFTP server on the computer that runs the ContactStore application. Set the Home directory of the user account such that the VRL directory (specified by the value of the registry entry HKEY_LOCAL_MACHINE > SOFTWARE > Network Alchemy > Voic > Directories > VRLDir on a 32-bit system and HKEY_LOCAL_MACHINE > SOFTWARE > Wow6432Node > Network Alchemy > Voic > Directories > VRLDir on a 64-bit system) lies inside the SFTP directory structure. For example, if you set C:\asdf\xyz as the VRL directory, then set either C:\asdf\xyz or C:\asdf as the Home directory of the SFTP user account. Testing and troubleshooting the SFTP connection 1. Log in to the command line interface as the root user on the Voic Pro server. 2. Enter Sftp <username>@sftpip, where <username> is the username of the SFTP user account. 3. Enter the password of the SFTP user account. The SFTP connection should get established. 4. If the SFTP connection is not established, then: a. On the computer that runs the SFTP server, check if any other application is using port 22 for an SFTP connection. If yes, stop the application. b. Clear all the entries in /root/.ssh/known_hosts that are associated with the IP address of the SFTP server. Server/Client installation The Voic Pro installation software for Windows offers a number of different types of installation. The key types are client only, compact, typical and custom. These differ in the components installed as detailed in the table below. 18 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

19 Server/Client installation Component Voic Pro Sub Component Voic Pro Voic Pro Service Languages Voic Pro Campaign Web Component Web Voic (UMS) Installation Type Client Compact Typical Custom Notes Installs the prompts that best match the server computer locale plus English prompts. For an installation with additional languages use the Custom installation option. Not available for installation on an XP Pro server. Only available for installation on server operating systems. Performing pre-installation checks 1. Log on to the server computer using the user account under which you intend the Voic Pro server or service to run. This user account must have full administrator rights to the server computer. You must update the Voic Pro service password if the user account password is changed. 2. In IP Office Manager, check that the correct licenses for Voic Pro have been installed and show a status of Valid. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 19

20 Installation 3. For installations other than client-only and compact, check that the required pre-installation processes have been completed. Installing Web Campaigns on page 24 Voic on page 60 UMS Web Services on page 29 - Web Voic installation on page 34 - UMS Exchange configuration on page 43 Centralized Voic Pro on page 96 Text To Speech (TTS) installation on page 80 Voic Private Networked Messaging (VPNM) Installation on page 121 Related Links Voic Pro licenses on page 10 Checking that Windows Audio is enabled About this task On many Windows server computers, while the Windows Audio components are present by default they are not always enabled. If this is the case the playback of voice prompts may be choppy and the TTS (if installed) will not work. However, enabling Windows Audio does not require the server computer to have a sound card installed. 1. Verify that you have full administrator rights for the computer. 2. Click Start > Administrative Tools > Services. 3. If the status of the Windows Audio service is not Started, start the service and set the Startup Type to Automatic. Installing the Voic Pro software components 1. Insert the IP Office Applications DVD. 2. Click the link for Voic Pro, and then double-click setup.exe. The Choose Setup Language menu displays. 3. Select the language for the installation process. Click OK. This language is used for the installation process and does not affect the language prompts that are installed. The Preparing Installation menu displays. 20 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

21 Server/Client installation 4. Voic Pro requires Microsoft.NET 2.0 Framework. If this is not detected, you are prompted to install it. Click Yes to install Microsoft.NET 2.0 Framework. 5. If the Modify, repair or remove the program window displays, follow the upgrade process. 6. From the Welcome window, click Next. The Customer Information menu displays. 7. Use the default names or enter a user and company name. These settings do not affect the Voic Pro installation. 8. Select the option Anyone who uses this computer (all users). 9. Click Next. 10. From the Choose Destination Location menu, click Next. For ease of maintenance, use the default folder location if possible. 11. Click Next. The Messaging Components menu displays. 12. Choose one of the following options: Voic Pro (Full) Voic Pro Client - Only 13. Click Next. Voic Pro (Full) Go to the setup type step on page 21. Voic Pro Client - Only The Setup Status menu displays. This shows you the progress of the file installation. Go to the restart step on page From the Setup Type menu, select one of the following options and click Next. Compact Typical Custom The Service Account Name window displays. This window is used to select the account under which the Voic Pro services will be run following installation. The Service Account Name window displays. The Select Features menu displays. Select the components required for the installation and click Next. 15. From the Service Account Name window, enter the user name and password used by the account. Alternatively, click Browse and select a name from the list of available computer or network accounts. 16. Click Next. The account name and password are validated. If the validation fails, the system prompts you to create a new account that matches the details entered. 17. From the Select Program Folder menu, click Next. By default, the program folder for the Voic Pro client is set to IP Office. For ease of maintenance, use this option unless there is a specific reason to use a different folder. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 21

22 Installation The Start Copying Files menu displays. It shows a summary of the components that are about to be installed. 18. Check that this list is as expected. If for any reason the details are not what you expect, click Back and make the required changes. When you are satisfied that the details are correct, click Next to start copying the files. The Setup Status menu is displayed. This shows you the progress of the file installation. For a client-only installation, the software installation process is now complete. Note: You may get the prompt to reset IIS. If so, click Yes to reset IIS. If you click No, some of the functionalities may not be available until you restart IIS. 19. After the InstallShield Wizard Complete menu displays, depending on the operating system and the components installed, you may be prompted to restart the computer. If so, select Yes, I want to restart my computer now. 20. Click Finish. 21. If the computer restarts, log in to continue the installation process. The installation process continues by requesting a number of configuration settings used by the voic server services. This is used to enter the account that the Voic Pro server should use for functions. 22. Enter the name of the account, or click Browse to select an account. Click Next. The IP Office Voic Pro SMTP Settings window opens. 23. In the Mail Server box, type the name of the SMTP mail server or use the name that is proposed. This should be the fully-qualified domain name. 24. In the Port Number box, type the number of the receiving port on the SMTP mail server. The default is To enforce server authentication, check the Server Requires Authentication box. This is optional. If you check this box, you also need to provide the required Account Name and Password. You can also choose whether or not to set the Use Challenge Response Authentication option. 26. Click Finish. The settings are validated. An error message is displayed if the system fails to connect to an SMTP server. Click OK to acknowledge the message. 27. If doing a custom installation to install a specific Voic Pro feature, refer to the appropriate section for details of any actions that need to be performed after the installation of the Voic Pro server software. Web Campaigns Installation on page 24 Voic Installation on page Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

23 Server/Client installation UMS Web Voic on page 29 - Web Voic Installation on page 34 - UMS Exchange configuration on page 43 Centralized Voic Pro on page 96 Installing Text to Speech Features on page 80 Voic Private Networked Messaging (VPNM) Installation on page 121 Result You have now finished installing the Voic Pro server and client software. Checking the client to server connection About this task Following installation of the server and client, you should check operation by using the client to connect to the server. 1. Click Start > Programs > IP Office > Voic Pro. The Voic Pro Client starts and the main window opens. 2. In the navigation panel, click Voic Pro Administrators. 3. From the Administrator account. double-click on the account. You can also right-click and select Modify. 4. Change the Password and Confirm Password to a new value than the default (Administrator). 5. Initialize the server call flow by clicking the Save and Make Live icon. 6. Select Yes. The file root.vmp is created on the server. This is the compiled non-editable version of the call flow that is used by the server. 7. Test the voic operation. Next steps Test that the system is running by dialing *17 from any extension. You should hear the mailbox announcement. You can now start configuring the operation of the voic server. For example, changing the system preferences. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 23

24 Installation Modifying the installed components 1. Open the Windows Control Panel. 2. Click Programs > Programs and Features. 3. In the list of installed programs, select IP Office Voic Pro and click Change. The installation wizard for IP Office Voic Pro opens up. 4. Select Modify and click Next. The Select Features menu displays. 5. Select the check boxes for all the features in the list that you want to install. If you clear the check box for a feature that is already installed, the installation wizard uninstalls the feature. 6. Click Next. The Service Account Name window displays. Installing Web campaigns About this task The Web campaigns component of Voic Pro requires IIS to be installed and running on the server computer. 1. Check that IIS is installed and running on the server computer. Windows Server 2008 R2 IIS does not support legacy IIS applications such as campaigns by default. To fix this, you can install IIS from the Windows installation disk and select Legacy IIS support during the installation. 2. Check that the server computer can be browsed from the other computers on the customer network. 3. If the Voic Pro server software has not yet been installed, run the Voic Pro software installation and select Voic Pro (Full). 4. Select either Typical or Custom. 5. If you selected Custom, select Voic Pro Campaign Web Component in the list of components. 6. If the Voic Pro server software is already installed, modify the installed components and select Voic Pro Campaign Web Component in the list of components. 24 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

25 Server/Client installation Configuring the Windows 2008 server for web campaigns About this task The following configuration changes are required for IIS version 7 after installation of the Voic Pro Web campaigns component. 1. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. 2. In the Connections pane, click the server node in the tree. The server Home page displays. 3. In Features View, double-click Handler Mappings. 4. Click Edit Feature Permissions. 5. Check the Scripts and Execute check boxes. 6. Click OK. 7. In the Connections pane, expand the server node in the tree. 8. Expand the Sites node, then expand the Default Web Site node, and select Campaign. The Campaign Home page is displayed. 9. In Features View, double-click Authentication. 10. Click ASP.NET Impersonation. 11. In the Actions pane, click Disable. Configuring Windows Server 2003 (64 bit) for web campaigns About this task The web sites that Voic Pro support are 32 bit application. To support Voic Pro on Win 2003 (64 bit) IIS 6, you must enable the IIS application pool flag Enable32BitAppOnWin64 before starting the installation. Use this procedure to enable the flag Enable32BitAppOnWin Click Start > Run. 2. Type cmd and click OK. 3. Run the following command to enable the 32-bit mode: cscript %SYSTEMDRIVE%\inetpub\adminscripts\adsutil.vbs SET W3SVC/ AppPools/Enable32bitAppOnWin After executing the command start with Voic Pro installation. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 25

26 Installation Caution: When you enable the Enable32BitAppOnWin64 flag, the existing 64 bit web sites might fail. Starting Voic Pro Services manually About this task If you have installed Voic Pro successfully and rebooted the server computer, then the voic service starts automatically. However, you can restart the service manually, if required. 1. Click Start > Administrative Tools > Services. The Voic Pro Service should be visible. Its Status should be Started and the Startup Type should be set to Automatic. Other services may be present depending on the installed Voic Pro features. The Voic Pro Service is the main Voic Pro service. This is the only service that needs to be stopped and restarted. It stops and restarts the other services that it uses. 2. Close Services. 26 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

27 Server/Client installation Setting the Voic Pro Service or computer to restart automatically About this task The following action is optional. If a fault causes the Voic Pro service to stop, the fault should be investigated and fixed. However, setting the options to restart the services or the computer automatically will minimize the disruption to the Voic Pro users. 1. Click Start > Administrative Tools > Services. 2. Right-click Voic Pro Service and select Properties. 3. Select the Recovery tab. 4. Select the items in the drop-down lists to specify the action that the computer must take in case of failures. Using a batch file to start services About this task In some instances, certain computers might not respond quickly enough to start all of the Avaya services in the correct order. In this circumstance, you should create a batch file that delays the start of these services until the computer is fully running. Avaya IP Office Services can be started successfully at system start-up using a scheduled task that initiates the batch file below. This batch file ensures that the services will start successfully and in the correct order. 1. Set all Avaya services listed below to Manual start. Do not include Key Server. 2. Create the batch file below and save it to %SYSTEMROOT%. Only include lines for the services that are off rem Wait 60 seconds before execute. timeout /t 60 net start Voic Pro Service 3. Create a scheduled task to start the batch file at system start-up. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 27

28 Installation Upgrading to Voic Pro 9.0 Before you begin Voic Pro 9.0 supports upgrade from only two previous versions of Voic Pro. To upgrade from earlier versions of Voic Pro, you must first upgrade your setup to one of the two previous versions. About this task Use this procedure to upgrade to Voic Pro 9.0 from the two previous versions: 1. Insert the IP Office Applications DVD. Click on the link for Voic Pro and then doubleclick on setup.exe. The system displays a prompt to select the installation language. 2. Select the installation language, and click OK. The system displays the IP Office Voic Pro <Installed Release> is current installed. Would you like to do a major upgrade to IP Office Voic Pro 9.0? message. 3. Click Yes. The system displays the Select Features dialog box. 4. Select the items that you want to install. 5. (Optional) If you want to uninstall an item that is already installed, clear the check box corresponding to item in the list. 6. Click Next. The system displays the Select account name dialog box. 7. Click Next. After validating the account details, the system displays the Start Copying Files dialog box. 8. Click Next to start the upgrade. The system displays the Setup Status dialog box, which displays the progress of the upgrade. 9. After the installation is complete, click Finish. The system displays the settings dialog box. 10. Enter your account details and click Next. The system displays the SMTP settings dialog box. 11. Enter your SMTP details and click Finish. 28 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

29 UMS Web Services Note: If an error occurs, the system also displays the SMTP Error on page 116. The system validates the SMTP settings that you enter and displays the Do you wish to start the service now? message. 12. Click Yes. Next steps The installation of the Voic Pro 9.0 is complete. Dial *17 from any extension to test the system. The system should play the mailbox announcement. Note: After upgrade, the general system preference Client/Server Connection Timeout (mins) is reset to the default value 5. UMS Web Services Voic Pro supports user mailboxes and hunt group mailboxes to be accessed using the additional methods listed below. IMAP client support Web voic access UMS Exchange configuration This method supports mailbox access using any client that supports IMAP, for example Outlook and Lotus Notes. The Voic Pro server computer acts as the IMAP server. This method supports mailbox access using a web browser. Messages can be played back to an IP Office telephone extension or through the computer if the browser is audio enabled. Web Voic requires the Voic Pro server to also run IIS and PHP. A user or group can be configured to have their voic messages forwarded to the inbox of an Exchange server account. Telephone, including Visual Voice, mailbox access is redirected to that inbox as the store for voic messages. Alternatively the user can access their voic messages using Outlook 2007 or any other mechanisms supported by the Exchange server. Voic messages in an Exchange 2007 inbox are not visible to UMS IMAP and UMS Web Voic , however Exchange 2007/2010 provides its own methods to use IMAP and web browsing with Exchange mailboxes. Use of these options requires the user to be licensed, either using an appropriate IP Office user profile license or the legacy UMS Web Services license. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 29

30 Installation Feature Web Voic IMAP Client Exchange 2003 Exchange 2007 Exchange 2010 Playback via computer. Playback via User Extension. Save message Wav to computer. Forward messages to other voic mailbox. Forward messages to other mailbox. Undelete manually deleted messages. Mark message as unread. Change voic password Show message types - New (Unread). - Old (read). - Saved. - Priority. - Private. 2 - Deleted. Web Voic IMAP client Exchange 2003 Exchange 2007 Exchange 2010 IMAP installation Voic Pro supports mailbox synchronization with clients that can support IMAP (Internet Message Access Protocol) accounts. Examples are Outlook, Outlook Express and Lotus Notes. 1 Exchange Unified Messaging supports the playback of messages through a range of options controlled and configured on the exchange server. 2 Private messages are not indicated, however the web voic does not support the forwarding of private messages. 30 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

31 UMS Web Services Once configured, the IMAP folder and the mailbox are synchronized whenever the IMAP folder is opened. The method of indication of the different message types will depend on the client being used and is not controlled by the Voic Pro. The number of mailboxes that can be configured for IMAP and/or web access is controlled by licenses. The Voic Pro IMAP server installation The IMAP server is installed as a part of the Voic Pro service installation. It uses the IP address of the Voic Pro server computer and runs on the standard IMAP port 143. To prevent any conflicts with the Voic Pro IMAP server, do not run any other IMAP server on the same computer. IP Office for Web Services Licensing IP Office for Web Services UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration: User licensing: User licensing is done as follows. Users whose Profile is set to Teleworker User or Power User can be licensed using the Teleworker Profile or Power User Profile licenses. User's whose Profile is set to Basic User can be licensed using the legacy UMS Web Services licenses. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 31

32 Installation Hunt group licensing: Hunt groups are licensed by UMS Web Services licenses. Licensing hunt groups 1. Start IP Office Manager. 2. Receive the configuration from the IP Office associated with the Voic Proserver. 3. In the Licenses section, add the required licenses. 4. Merge the configuration back to the IP Office and then receive the configuration again. 5. In the Licenses section, check that the License Status of the licenses is now shown as Valid. 6. Start the Voic Pro client. 7. Select Help > About. The screen lists the Web Services as Started and shows the number of UMS licenses. Configuring users for UMS 1. Start IP Office Manager. 2. Receive the configuration from the IP Office system hosting the user. 3. Select User and then select the required user. 4. Set their Profile to either Teleworker or Power User. 5. Select the Voic tab. 6. Enable UMS Web Services and click OK. 7. Merge the configuration back to the IP Office. Configuring hunt groups for UMS About this task Access to hunt group mailboxes using UMS is supported for Voic Pro Start IP Office Manager. 2. Receive the configuration from the IP Office system hosting the hunt group. 3. Select the hunt group. 4. Select the Voic tab. 5. Enable UMS Web Services and click OK. 6. Merge the configuration back to the IP Office. 32 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

33 UMS Web Services User account configuration The exact method of configuration of an IMAP account depends on the IMAP client being used by the user. For example, it may be required to enable some field with dummy data in order for the e- mail client to accept the account even though those settings are not used by the Voic Pro IMAP server. The general details that are required are: IMAP account setting Incoming server Account Name Password IP Office value Voic Pro server IP address or domain name address. User name or extension number. User voic code. Configuring a user account in Outlook 1. Select Tools > Options. 2. Select Mail Setup > Accounts. 3. Select Add a new account. 4. Select IMAP as the server type. 5. In Server Information for Incoming mail server and Outgoing mail server, enter the IP address or domain name address of the Voic Pro server computer. 6. In Logon Information, enter the user's extension number and voic code as the User Name and Password. 7. Click Next. Configuring a user account in Outlook Express 1. Select Tools > Accounts. 2. Select Add > Mail. 3. Enter a descriptive name such as Voic and click Next. 4. Enter an address. This address value is not used, but a value must be entered to move to the next screen. 5. Click Next. 6. Set My incoming mail server is a to IMAP. 7. In the Incoming server field, enter the IP address or domain name address of the Voic Pro server computer. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 33

34 Installation 8. Enter a value in the Outgoing mail server field. This mail server value is not used, but a value must be entered to move to the next screen. 9. Click Next. 10. For Account Name, enter the user's extension number or name in the IP Office configuration. 11. For Password, enter the user's Voic Code. 12. Click Next and then Finish. Web Voic installation Voic Pro 4.2+ supports Web access to user mailboxes. Users are then able to play their messages, mark them as saved or deleted, or forward messages to another mailbox. Playback is through an IP Office extension or through the audio facilities of the computer. Web Voic installation requirements The Web Voic component is selectable as part of a custom Voic Pro installation. Note the prerequisites below before doing the Web Voic installation. IIS Web Server Must be installed on the voic server computer before the Voic Pro Web Voic component is installed. 34 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

35 UMS Web Services PHP Licenses UMS web services licensing Computer name\url Remove IMS Web Voic uses PHP. If an existing PHP is not detected, the Voic Pro installation installs its own PHP The use of Web Voic and the number of users who can be configured to access it are controlled by the UMS Web Services license entered in the IP Office configuration. UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration: User Licensing: User licensing is done as follows. Users whose Profile is set to Teleworker User or Power User can be licensed using the Teleworker Profile or Power User Profile licenses. User's whose Profile is set to Basic User can be licensed using the legacy UMS Web Services licenses. Hunt Group Licensing: Hunt groups are licensed by UMS Web Services licenses. The computer name is used as part of its URL on the network. Set the name to something that appropriately indicates its purpose and that can be used as part of the URL for the Web server within the customer's domain. Voic Pro UMS is not supported on systems that are using Voic Pro IMS. IMS must be removed before UMS can be selected for installation. User and browser requirements For users to access Web Voic , they require a Web browser that meets the following requirements. Javascriptenabled Web browser Computer playback Web Voic is tested against the following browsers. Other browser can also work if they support JavaScript and CSS. Internet Explorer V8.0 or higher Mozilla Firefox V3.0 or higher. Opera V10.0 or higher. Using browser access, you can playback messages either via an IP Office extension or through the web browser. Avaya test browser playback using the following Windows media players. Windows Media Player 10. Windows Media Player 11. Quick Time 7.4. VLC 0.8. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 35

36 Installation User name and password Once enabled for UMS Web Services in the IP Office configuration, to log on using Web Voic , the user needs to know their Name and Voic Code as set in the IP Office configuration. Note that this is the Name and not the Full Name.. IIS Configuration Requirements for Windows Server 2003 Before you begin If you are using the Windows 2003 Server operating system, Web Voic does not work if you do not enable the CGI Web service extension in IIS Manager before the installation of Web Voic . If you install ASP.NET from a Web download or as part of an application such as Visual Studio.NET, you also need to enable the ASP.NET Web service extension in IIS Manager. The web sites that Voic Pro support are 32 bit application. To support Voic Pro on Win 2003 (64 bit) IIS 6, you must enable the IIS application pool flag Enable32BitAppOnWin64 before starting the installation. 1. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. 2. In the left pane, expand the server node and click Web Service Extensions in the tree. 3. In the right pane, select the Web service extension that you want to enable, and then click Allow. Note: If you use the Configure Your Server wizard or the Add or Remove Programs dialog box to install ASP.NET, the ASP.NET Web service extension is automatically enabled in IIS Manager. Installing Voic Pro Software with Web Voic Component About this task The Web Voic component is installed as part of a Custom Voic Pro installation. 1. Verify that IIS is installed and running on the Voic Pro server computer. Check that it can be browsed from user computers. While the server can be browsed by IP address, the URL used by users is based on the server's computer name within the customer domain. Check that the Web server can be browsed from user computers using the server's computer name as part of the URL. 2. Insert the IP Office Applications DVD. 3. Click on the link for Voic Pro, and then double-click on setup.exe. The Choose Setup Language window opens. 4. When asked for the type of Voic Pro install to perform, select Voic Pro (Full). 36 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

37 UMS Web Services 5. On the next screen, select Custom. 6. In the list of components, scroll down and select Web Voic . Do not change any of the other selections unless you understand the requirements for those components. 7. Follow the remainder of the installation process and reboot the Voic Pro server when required. IP Office for Web Services Licensing IP Office for Web Services UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration: User licensing: User licensing is done as follows. Users whose Profile is set to Teleworker User or Power User can be licensed using the Teleworker Profile or Power User Profile licenses. User's whose Profile is set to Basic User can be licensed using the legacy UMS Web Services licenses. Hunt group licensing: Hunt groups are licensed by UMS Web Services licenses. Licensing hunt groups 1. Start IP Office Manager. 2. Receive the configuration from the IP Office associated with the Voic Proserver. 3. In the Licenses section, add the required licenses. 4. Merge the configuration back to the IP Office and then receive the configuration again. 5. In the Licenses section, check that the License Status of the licenses is now shown as Valid. 6. Start the Voic Pro client. 7. Select Help > About. The screen lists the Web Services as Started and shows the number of UMS licenses. Configuring users for UMS 1. Start IP Office Manager. 2. Receive the configuration from the IP Office system hosting the user. 3. Select User and then select the required user. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 37

38 Installation 4. Set their Profile to either Teleworker or Power User. 5. Select the Voic tab. 6. Enable UMS Web Services and click OK. 7. Merge the configuration back to the IP Office. Configuring hunt groups for UMS About this task Access to hunt group mailboxes using UMS is supported for Voic Pro Start IP Office Manager. 2. Receive the configuration from the IP Office system hosting the hunt group. 3. Select the hunt group. 4. Select the Voic tab. 5. Enable UMS Web Services and click OK. 6. Merge the configuration back to the IP Office. Enabling Web Voic About this task If the Exchange server and Voic Pro are installed on the same computer, the security settings of the Exchange server override the Voic Pro settings. So, if you access Web Voic with default settings, you may receive this error message, HTTP Error Forbidden. Note: If the Exchange server and Voic Pro are not installed on the same computer, you do not need to enable Web Voic explicitly. Follow the below procedure to enable Web Voic 1. Click Start > Administrative Tools > Internet Information Services (IIS) Manager. 2. In the Connections pane, expand the Sites node and click Default Web Site in the tree. 3. In Features View, double-click SSL Settings. 4. Clear the Require SSL check box. 5. Restart the IIS service. 38 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

39 UMS Web Services Enabling browser access to Web Voic and ContactStore About this task It is possible to run ContactStore and UMS Web Voic on the same server computer. However some additional steps are required after the installation to enable browser access to both applications. Result 1. Install UMS Web Voic . 2. Install ContactStore. 3. Reboot the server. 4. Within services, stop the ContactStore service. 5. Using a Web browser, access a voic mailbox using UMS Web Voic . 6. Restart the ContactStore service. Both applications are now accessible using the Web browser. Checking playback control About this task UMS message playback through the Web browser is tested and supported with Windows Media Player. Other audio playback controls may work, but they have not been tested. Depending on your Web browser, use one of the following procedures to check that the audio playback is associated with the Windows Media Player. Firefox 1. Select Tools > Options > Applications or Tools > Options > Content > File Types > Manage. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 39

40 Installation 2. In the search box, enter x-mplayer2. 3. Check that Action is set to Use Windows Media Player or Use Windows Media Player plug-in Dynamic Link Library. Opera 1. Select Tools > Preferences. 40 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

41 UMS Web Services 2. Select Downloads and use the search box to find x-mplayer2. 3. Check that the setting is set to Use plug-in and Windows Media Player Plug-In Dynamic Link Library. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 41

42 Installation Internet Explorer About this task Internet Explorer uses the application associated with the wav file type for Windows. 1. Select My Computer. 2. Select Tools > Folder Options. 3. Select File Types. 4. Locate and select the WAV extension type. 5. Check that the details show Windows Media Player as the selected application for this file type. 42 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

43 UMS Web Services UMS Exchange configuration A UMS user or group can be configured to have their voic messages forwarded to the inbox of an Exchange server account. They can then access their voic messages using Outlook 2007/2010 and playback those messages on their computer. Alternatively any other mechanisms supported by Exchange Server Unified Messaging can be used. Access to the messages from an IP Office telephone is still supported, including Visual Voice. Voic messages in an Exchange 2007 inbox are not visible toums IMAP and UMS Web Voic , however Exchange 2007/2010 provides its own methods to use IMAP and Web browsing with Exchange mailboxes. Note: When using an Exchange server as the message store for a user's voic messages, the Voic Pro server will deliver messages to the Exchange server on completion of the recording. However, the presentation to Outlook and back to the Voic Pro server for message waiting indication (MWI) and access via telephone is delayed by Exchange server processing. The delay is typically 1 or 2 minutes. The same delay also applies to changes in the message status that affect message waiting indication. The following are the prerequisites for UMS Exchange: Exchange Server Voic Pro The Exchange server must be configured with the Unified Messaging Server Role selected. A Dial Plan must be created on the Exchange server. This can be a blank dial plan but it must exist. Within the Exchange server settings for each mailbox, select Enable Unified Messaging. The Voic Pro server must be configured for MAPI-based voic . December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 43

44 Installation The supported MAPI applications are Exchange server (2003, 2007, and 2010) and Microsoft Outlook (all versions supported by the Exchange servers). IP Office The user or hunt group must be licensed and enabled for UMS Web Services. The user or hunt group's Voic mode must be set to Forward. Related Links Configuring Exchange Server for Unified Messaging on page 44 MAPI setup on page 64 Configuring Exchange Server for Unified Messaging About this task The following procedures provide a simple overview of the minimum steps required to configure Exchange Server for Unified Messaging. For details, refer to the Microsoft documentation. Configuring Exchange Server 2007 for Unified Messaging Server Role About this task To support UMS Exchange Server 2007 operation, configure the Exchange Sever to include Unified Messaging Server Role. 1. In the Windows Control Panel, select Program and Features. 2. Select Microsoft Exchange Server 2007, and click Change. The wizard for changing Exchange Server setup is started. 44 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

45 UMS Web Services 3. Click Next. 4. In the Server Role Selection list, check that Unified Messaging Server Role is one of the selected roles. 5. Click Next through the wizard, and then click Finish. Next steps Configure mailboxes on Exchange Server Related Links Configuring Exchange Server 2010 for Unified Messaging Server Role on page 48 Configuring mailboxes on Exchange Server 2007 on page 45 Configuring mailboxes on Exchange Server 2010 on page 50 Configuring mailboxes on Exchange Server 2007 Before you begin Configure Exchange Server 2007 for Unified Messaging Server Role. 1. Select Start > Programs > Microsoft Exchange Server 2007 > Exchange Server Management Console. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 45

46 Installation 2. Expand the Server Configuration list. The Unified Messaging role is included in the list. 3. Create a Unified Messaging dial plan. a. Expand the Organization Configuration and select Unified Messaging. b. Select the UM Dial Plans tab, and in the Actions list, select New UM Dial Plan. The New UM Dial Plan wizard starts. 46 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

47 UMS Web Services c. Create a plan similar to the one shown above. The number of digits is not important but must be matched later in the process. The simplest option is to set it to match the length of your IP Office extension. d. Click New, and then click Finish. 4. Select the mailboxes that you want the Unified Server role to be available on. a. Expand the Recipient Configuration section, and select Mailbox. b. Right-click the configuration settings used for general mailbox users, and select Enable Unified Messaging. The Enable Unified Messaging wizard for the mailbox starts. c. For the Unified Messaging Mailbox Policy, click Browse and select the dial plan created earlier. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 47

48 Installation d. Select Automatically generate PIN to access Outlook Voice Access, and click Next. e. Select Manually entered mailbox extension. f. Enter a number that matches the number of digits specified in the UM Dial Plan created earlier. The actual number entered does not need to match an IP Office extension. g. Click Next. h. Select Enable, and then click Finish. Related Links Configuring Exchange Server 2007 for Unified Messaging Server Role on page 44 Configuring Exchange Server 2010 for Unified Messaging Server Role on page 48 Configuring mailboxes on Exchange Server 2010 on page 50 Configuring Exchange Server 2010 for Unified Messaging Server Role About this task To support UMS Exchange Server 2010 operation, configure the Exchange Sever to include Unified Messaging Server Role. 1. In the Windows Control Panel, select Program and Features. 48 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

49 UMS Web Services 2. Select Microsoft Exchange Server 2010, and click Change. The wizard for changing Exchange Server setup is started. 3. Click Next. 4. In the Server Role Selection list, check that Unified Messaging Server Role is one of the selected roles. 5. Click Next through the wizard, and then click Finish. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 49

50 Installation Next steps Configure mailboxes on Exchange Server Related Links Configuring Exchange Server 2007 for Unified Messaging Server Role on page 44 Configuring mailboxes on Exchange Server 2007 on page 45 Configuring mailboxes on Exchange Server 2010 on page 50 Configuring mailboxes on Exchange Server 2010 Before you begin Configure Exchange Server 2010 for Unified Messaging Server Role. 1. Select Start > All Programs > Microsoft Exchange Server 2010 > Exchange Server Management Console. 2. Expand the Server Configuration list. The Unified Messaging role is included in the list. 3. Create a Unified Messaging dial plan. a. Expand the Organization Configuration and select Unified Messaging. b. Select the UM Dial Plans tab, and in the Actions list, select New UM Dial Plan. The New UM Dial Plan wizard starts. 50 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

51 UMS Web Services c. Create a plan similar to the one shown above. The number of digits is not important but must be matched later in the process. The simplest option is to set it to match the length of your IP Office extension. d. Click Next. e. On the Set UM Servers screen, click Add to select the UM server that you want to add to the UM dial plan. f. Click Next. g. Click New, and then click Finish. 4. Select the mailboxes that you want the Unified Server role to be available on. a. Expand the Recipient Configuration section, and select Mailbox. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 51

52 Installation b. Right-click the configuration settings used for general mailbox users, and select Enable Unified Messaging. The Enable Unified Messaging wizard for the mailbox starts. c. For the Unified Messaging Mailbox Policy, click Browse and select the dial plan created earlier. 52 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

53 UMS Web Services d. Select Automatically generate PIN to access Outlook Voice Access, and click Next. e. Select Manually entered mailbox extension. f. Enter a number that matches the number of digits specified in the UM Dial Plan created earlier. The actual number entered does not need to match an IP Office extension. g. Click Next. h. Select Enable, and then click Finish. Related Links Configuring Exchange Server 2007 for Unified Messaging Server Role on page 44 Configuring Exchange Server 2010 for Unified Messaging Server Role on page 48 Configuring mailboxes on Exchange Server 2007 on page 45 December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 53

54 Installation Configuring registry settings About this task By default, UMS Exchange supports only up to 166 users. In order to support more number of users, proceed as follows: 1. On the computer hosting the Exchange server, open Registry Editor. 2. Under HKEY_LOCAL_MACHINE/SYSTEM/CurrentControlSet/Services/ MSExchangeIS/ParametersSystem, add a new key MaxObjsPerMapiSession. 3. Under the new key, create a new DWORD Value objtmessageview, and set the value to thrice the number of required users. For example, to support 500 users, set the value to Restart the Microsoft Exchange Information Store service. Assigning permission to users for MAPI Assigning Send As permissions About this task Use this procedure to assign security permissions to the user under whose account MAPI service is to be executed. 1. Log on to the Active Directory server using an account that has Domain Administrator privileges. 2. Click Start > Administrative Tools > Active Directory Users and Computers. 3. On the View menu, click Advanced Features. 4. In the left pane of the Active Directory Users and Computers dialog box, right-click the domain, and select Properties. 5. In the Properties dialog box, select the Security tab. 6. Click Advanced. 7. In the Advanced Security Settings dialog box, click Add. 8. In the Select Users, Computers, Service Account, or Group dialog box, add the user account. 9. Click OK. 10. In the Apply to field, select Descendant User objects. 54 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

55 UMS Web Services 11. In the Permissions box, select Send As permissions. 12. Click OK to close the Permission Entry dialog box. 13. Click OK to close the Advanced Security Settings dialog box. 14. Click OK to close the Properties dialog box. 15. To prevent the Send As permissions from being removed, proceed as follows: The system periodically applies a security descriptor to the following groups, which removes the Send As permissions from these groups. Administrators Domain Administrators The following steps prevent the removal of the Send As permissions. a. Click Start > Run. b. Enter cmd, and click OK. Note: You must be a member of the domain administrator group. c. In the command window, enter the following command. dsacls "cn=adminsdholder,cn=system,dc=<xxx>,dc=<yyy>" /G "\<MM Security Group>:CA;Send As" w here, dc=<xxx>,dc=<yyy> is the fully-qualified name of the customer domain (for example, dc=avaya,dc=com) <MAPI> is the name of the service permissions group It takes at least an hour for the security permissions to replicate the user account. Assigning permissions on Exchange Server 2003 About this task Use this procedure if the user account is on the Exchange Server 2003 mail server. 1. Modify the advanced security settings for Mailbox Store. 2. Edit the registry to display the Security tab. Note: To edit the registry, you must be a member of the domain administrator group. 3. Add the additional permissions to the user account. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 55

56 Installation Modifying advanced security settings for Mailbox Store 1. Log on to the Active Directory server using an account that has privileges to edit permissions, such as administrator. 2. Click Start > All Programs > Microsoft Exchange > System Manager. 3. In the left pane of the Exchange System Manager window, expand the Servers node in the tree. 4. Expand the server node in the list, and then expand the First Storage Group node. 5. Right-click Mailbox Store and select Properties. 6. In the Security tab of the Properties dialog box, click Advanced. 7. Under the Permissions tab of the Advanced Security Settings window, change all the Permission Entries to Allow. 8. Restart the computer. Editing the registry About this task If you are using Exchange System Manager or Active Directory Sites and Services, the Security tab for the Exchange organization container and a few sub-containers are not visible. To enable the Security tab at all levels within the Microsoft Exchange container, you can update the registry. 1. Log on as the Microsoft Exchange administrator. 2. Click Start > Run. 3. In the Run dialog box, in the Open field, type: regedit 4. Press Enter. 5. In the Registry Editor dialog box, locate the following key: HKEY_CURRENT_USER \Software\Microsoft\Exchange\ExAdmin. 6. Right-click ExAdmin and select New > DWORD Value. 7. Enter the following value name: ShowSecurityPage 8. Double-click the ShowSecurityPage value. 9. In the Edit DWORD Value dialog box, set the Value data to Click OK. Adding permissions on Exchange Server 2003 About this task Use Active Directory Sites and Services to add the required permissions to the user account. 56 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

57 UMS Web Services 1. Log on to the Active Directory server using an account that has privileges to assign permissions to accounts, such as administrator. 2. Click Start > Administrative Tools > Active Directory Sites and Services. 3. In the left pane, select Active Directory Sites and Services. 4. From the View drop-down menu, select Show Services Node. 5. In the left pane, expand Services, expand Microsoft Exchange, and then locate the appropriate Exchange Organization object that the MAPI service connects to. 6. Right-click and select Properties. 7. In the Properties dialog box, click the Security tab. Note: This tab is visible only if you have edited the registry. See Editing the registry on page Click Add. 9. In the Select Users, Computers, Service Accounts, or Groups dialog box, add the user's account. 10. Click OK. 11. Under Permissions, select the permissions that you want to assign to the user's account. Read Execute Read permissions Create children List contents Read properties Write properties Administer information store Create named properties in the information store View information store status Receive As Send As 12. Click Apply. 13. Click OK. 14. Close the Active Directory Sites and Services dialog box. 15. Wait for the directory cache to expire. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 57

58 Installation Assigning permissions on Exchange Server 2007 About this task If user account is on Exchange 2007 server, proceed as follows to assign additional permissions to the user account: 1. Verify that the user to be added is a member of the Exchange recipient Administrator group. 2. Log on to the Active Directory server using an account that has privileges to assign permissions to accounts, such as administrator. 3. Click Start > Administrative Tools > Active Directory Sites and Services. 4. In the left pane, select Active Directory Sites and Services. 5. On the View menu, click Show Services Node. 6. In the left pane, expand Services, expand Microsoft Exchange, and then locate the appropriate Exchange Organization. 7. Right-click the Exchange Organization, and select Properties. 8. In the Properties dialog box, click the Security tab. The Security tab may not be visible in an environment with both Exchange Server 2003 and Exchange Server 2007 mail servers. To enable the Security tab, add the ShowSecurityPage registry key. For details on adding the registry key, see Editing the registry on page Click Add. 10. In the Select Users, Computers, Service Accounts, or Groups dialog box, add the user account. 11. Click OK. 12. Under Permissions for the group, select Read, and click Apply. 13. Click Advanced. 14. On the Permissions tab of the Advanced Security Settings dialog box, select the check box at the bottom of the dialog box. This applies the permissions inherited from the parent to this object and its child objects. 15. Click Add and add the user account. 16. Click OK. 17. In the Apply to field, select This object and all descendant objects. 18. Verify that the following box is not selected: Apply these permissions to objects and/or containers within this container only. 19. In the Permissions field, select the required permissions. List contents 58 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

59 UMS Web Services Read all properties Write all properties Read permissions Create all child objects Administer information store Create named properties in the information store Receive As Send As View information store status 20. For a mixed environment of Exchange Server 2003 and Exchange Server 2007 mail servers, also select the following permissions, which are only displayed for Exchange Server 2007 in the mixed environment: Read Execute 21. Click OK. Assigning permissions on Exchange Server 2010 About this task If user account is on Exchange 2010 server, proceed as follows to assign additional permissions to the user account: 1. Verify that the user to be added is a member of the Exchange recipient Administrator group. 2. Log on to the Active Directory server using an account that has privileges to assign permissions to accounts, such as administrator. 3. Click Start > Administrative Tools > Active Directory Sites and Services. 4. In the left pane, select Active Directory Sites and Services. 5. On the View menu, click Show Services Node. 6. In the left pane, expand Services, expand Microsoft Exchange, and then locate the appropriate Exchange Organization. 7. Right-click the Exchange Organization, and select Properties. 8. In the Properties dialog box, click the Security tab. The Security tab may not be visible in an environment with both Exchange Server 2003 and Exchange Server 2010 mail servers. To enable the Security tab, add the ShowSecurityPage registry key. For details on adding the registry key, see Editing the registry on page Click Add. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 59

60 Installation 10. In the Select Users, Computers, Service Accounts, or Groups dialog box, add the user account. 11. Click OK. 12. Under Permissions for the group, select Read, and click Apply. 13. Click Advanced. 14. On the Permissions tab of the Advanced Security Settings dialog box, select the check box at the bottom of the dialog box. This applies the permissions inherited from the parent to this object and its child objects. 15. Click Add and add the user account. 16. Click OK. 17. In the Apply to field, select This object and all descendant objects. 18. Verify that the following box is not selected: Apply these permissions to objects and/or containers within this container only. 19. In the Permissions field, select the required permissions. List contents Read all properties Write all properties Read permissions Create all child objects Administer information store Create named properties in the information store Receive As Send As View information store status 20. For a mixed environment of Exchange Server 2003 and Exchange Server 2010 mail servers, also select the following permissions, which are only displayed for Exchange Server 2010 in the mixed environment: Read Execute 21. Click OK. Voic Voic features of the Voic Pro server provide a number of functions. 60 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

61 Voic Forward a message to If the Voic Pro server is set to IP Office mailbox mode, mailbox users are able to manually forward an voic message to their . Automatic new voic messages: For all mailbox modes, users can use voic to automatically have a message sent to their whenever they receive a new voic message. The can be a simple alert or it can include a copy of the voic as an attachment. action: With customized call flows, an action can be used to send a caller's recorded voic message to a specified address. UMS Exchange: In conjunction with Exchange server and Microsoft Outlook, users are able to use their Outlook inbox as their mailbox for voic messages. If the Exchange server is 2007/2010 and the mailbox is configured for Unified Messaging, the users will also have the ability to play the message within Outlook, if using Microsoft Outlook 2007/2010. Voic features require the Voic Pro server to be configured for access to either an SMTP server or to a MAPI server via a MAPI enabled client program on the Voic Pro server computer. SMTP Installation: This is an standard supported by most servers. It is the default e- mail mode for thevoic Pro server. MAPI Installation: MAPI requires a MAPI compliant client program to be installed on the Voic Pro server. Supported MAPI clients are Outlook 2000, 2002, 2003, It also requires the Voic Pro service to be run using a user account that is able to send s via that MAPI client. The exact method of integration between the Voic Pro server and the MAPI client depends on whether the Voic Pro server is part of a work group or a domain. This guide contains examples for both approaches. The MAPI process described in this guide is based on Microsoft Windows 2000 Professional with Microsoft Outlook 2000 and Microsoft Outlook Express 5.5. Steps may differ depending on the version of Windows and client used. Note: Starting with Exchange Server 2007, the MAPI is not shipped with the Exchange server but can be installed separately. For details, see Microsoft does not support installing Exchange Server components and Microsoft Outlook on the same computer. For details, see Configuring the server SMTP settings 1. Open the Voic Pro Client application. 2. Click Preferences, and select General. 3. Click the tab. 4. On the MAPI sub tab, verify that the Enable MAPI check box is not selected. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 61

62 Installation 5. Click the SMTP Sender sub tab. 6. Select the Logging check box to enable SMTP logging by the server. 7. Specify the list of SMTP servers to which the Voic Pro server sends messages. To add a server entry, click. To edit a server entry, click. To delete a server entry, click. 8. Click OK. 9. Click Save and Make Live. SMTP Sender field descriptions Name Logging Servers Description Enables SMTP logging. Used to enter details of the SMTP server or servers to which the Voic Pro server send its messages. SMTP Sender Configuration field descriptions Name Mail Domain Server Description The usage depends on whether the mail domain is the first server entry in the list or a subsequent entry. For more information, see About using mail domains on page 63. Specifies the IP address or fully-qualified domain name of the SMTP server to which messages are sent. 62 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

63 Voic Name Description Voic Pro supports SMTP communication over both - SSL/TLS and plain text. For the first server entry in the list Where messaging between Voic Pro servers is being used (central, backup and or distributed servers), the first entry is used and will match the domain set above. For subsequent entries The address of the server that handles s for recipients other than another Voic Pro server on the network. Port Number Sender (Identifier) Server Requires Authentication Account Name Password User Challenge Response Authentication (Cram MD5) This is the port number on the SMTP server to which the messages are sent. Port number for an external SMTP server can be different depending on whether you want to send the messages in secure mode or non-secure mode. Note that some servers will only accept s from a specific sender or sender domain. If left blank, the Voic Pro server will insert a sender using either the address set for the voic mailbox user if set or otherwise using the best matching name it can resolve from the IP Office. This check box indicates whether the connection to send SMTP messages to the mail server requires authentication with that server. The authentication is typically the name and password of a mailbox account configured on that server. Sets the name to use for authentication. Sets the password to use for authentication. If this check box is selected, the name and password are sent using Cram MD5. About using mail domains First entries in a list This is the default outgoing settings. It also sets the mail destination domain on which the Voic Pro server filters incoming messages (see below) and so is repeated on the SMTP Receiver tab. For messaging between Voic Pro servers, the first entry in the SMTP Sender list must be the one configured and used. Each server uses the SMTP server service on the same server computer as the voic service. For example a Windows based servers uses the SMTP provided by the IIS on the same server. The voic service also uses the domain set to filter incoming SMTP mails received by the SMTP server. For this to work, the domain entered should be the fully qualified name of the server on which the Voic Pro server is running, for example vmpro1.example.com. Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored. The recipient can either by vmsyncmaster, vmsyncslave or the name or extension of a mailbox on the Voic Pro server, for example Extn201@vmprocentral.example.com or 201@vmprocentral.example.com. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 63

64 Installation Subsequent entries The domain specifies that these settings should be used for s sent to the matching domain. The entry must be a fully qualified name resolvable by DNS or an IP address. MAPI setup Installing Voic Pro for MAPI in a domain About this task Before you begin to install the Voic Pro software, you must do the following procedures. Related Links MAPI setup on page 64 Creating a voic domain account on page 64 Configuring Outlook for Voic on page 65 Installing the Voic Pro software on page 66 Adding a port to the Windows firewall on page 66 Switching Voic Pro to MAPI on page 67 Creating a voic domain account 1. Make sure that the computer running the Voic server is a member of the domain. To join the domain, you need access to a log account that has administrative permissions on the domain as well as on the server computer. Contact your domain administrator to get access to such an account. 2. On the Exchange server, create an account called Voic on the domain and an associated mailbox. 3. Provide a secure password. 4. Check the User Cannot Change Password and Password Never Expires boxes. 5. Log on to the voic server computer using a domain administrator account. 6. Click Start > Administrative Tools > Computer Management. 7. In the left pane, expand Local Users and Groups, and click Groups. 8. Double-click Administrators, and click Add. 9. Click Locations and select the domain name in the list. 10. In the Enter the object names to select field, type Voic and click Check Names. 11. Select Voic in the list and click OK followed by OK. Next steps Configuring Outlook for voic on page Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

65 Voic Configuring Outlook for Voic About this task To configure Outlook on your system, perform the following steps: 1. On the desktop, right-click the Outlook icon and select Properties. 2. On the General tab, select Add. 3. Select Microsoft Exchange Server. 4. Click Next. 5. In the Server field, enter the name of the Exchange server. 6. In the Mailbox field, enter Voic . 7. Click Next. 8. When you are asked if you travel with this computer, select No. 9. Click Next. 10. Click Finish. 11. Highlight the MS Exchange Settings and click Properties. 12. Highlight Microsoft Exchange Server and click Properties. 13. Click Check name. 14. If the name is resolved, select Apply. 15. Click OK, OK, and Close to shut the mail settings. 16. Do not continue until the name has been resolved correctly with the Exchange server. If the name is not resolved, check the account details with the Exchange Administrator. 17. Open Outlook and select Yes to register Outlook as the default application. 18. Select Tools > Options. 19. Click the Preferences tab. 20. Click Options. 21. Uncheck Save copies of messages in Sent Items folder. You might want this option selected during initial setup to aid troubleshooting. However, due to the size of wav file message attachments, you should uncheck this field after installation testing is completed. 22. Log on to the computer running the Voic Pro Server using the voic account. 23. From Outlook, send a message directly to an extension user. If this message is received correctly, you can continue installing the Voic Pro software. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 65

66 Installation Next steps Installing the Voic Pro software on page 66 Installing the Voic Pro software About this task To install Voic Pro software, perform the following steps: 1. Log off and log on using the Voic account and password. 2. Install the required Voic Pro software. 3. When the system prompts for a user name and password for the Voic Pro service, enter the Voic account details. 4. Restart the server and log on using the Voic account. 5. When SMTP details are requested, enter no values and ignore the error message following the SMTP check. 6. Start the Voic Pro service. 7. Check that the basic voic services start and operate correctly. Related Links Starting Voic Pro Services manually on page 26 Adding a port to the Windows firewall About this task Voic Pro installed on Linux uses MAPI service as a proxy to the Microsoft Exchange server. Voic Pro will send commands to the MAPI service, which in turn will send the corresponding MAPI commands to the Exchange server. The responses from the Exchange server are relayed back to the Voic Pro server using the MAPI service. For the client servers to communicate with the Voic Pro server, add the port that the MAPI service uses to the Windows firewall. 1. Open the Windows Control Panel. 2. Open System and Security > Windows Firewall. 3. Click Advanced settings. 4. Click Inbound Rules in the left pane. 5. Click New Rule in the right pane. The New Inbound Rule Wizard opens. 6. Select Port and click Next. 7. Select TCP and enter the port number that the MAPI service uses in the Specific local ports field. 66 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

67 Voic 8. Click Next. 9. Select Allow the connection and click Next. 10. Check the Domain, Private, and Public check boxes. 11. Click Next. 12. Enter a name for the rule and click Finish. 13. Click Outbound Rules in the left pane and repeat step 5 on page 66 to step 12 on page 67. Next steps Switching Voic Pro to MAPI on page 67 Switching Voic Pro to MAPI About this task By default, the Voic Pro server is configured for SMTP mode. However, if MAPI settings are entered it will switch to MAPI mode. Some options are not available if you are working offline. You must be working online to use this feature. 1. Start the Voic Pro client. 2. Click Preferences, and select General. 3. Click the tab. 4. Click the MAPI sub tab. 5. Select the Enable MAPI check box to switch the Voic Pro server to use MAPI for its e- mail options rather than SMTP.. 6. In the Profile field, choose a MAPI account that is already configured and is able to send s from the MAPI client on the voic server. 7. Click OK. 8. Click Save and Make Live. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 67

68 Installation MAPI field descriptions Name Enable MAPI Profiles Description Select this check box if you want the Voic Pro server to use MAPI for the options rather than SMTP. Use this field to select the MAPI account that you want the Voic Pro server to use to provide visibility to the account mailboxes for which it requires access. You must create the profiles on the MAPI client on the server computer, and configure the profiles such that the Windows account running the Voic Pro service can use them. Installing Voic Pro for MAPI in a workgroup About this task The user name and password created are requested as part of the installation of the Voic Pro service. Install the Microsoft Outlook software on the computer before configuring it. By default, Voic Pro is set to use SMTP for s. You need to change this to MAPI. You also need to set the SMTP account settings on the Voic Pro so that they match those of the customer's server. Related Links MAPI setup on page 64 Creating a voic user account on page 69 Configuring Outlook Express for internet mail on page 69 Configuring Outlook for internet mail on page Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

69 Voic Configuring Outlook for the Exchange server on page 72 Installing the Voic Pro software on page 66 Switching Voic Pro to MAPI on page 67 Changing the SMTP account settings on page 74 Creating a voic user account About this task For an example, this procedure uses the name of the created user account as Voic . 1. Log on to the server computer using an administrator account. 2. Open the Windows Control Panel. 3. Click User Accounts > Add or remove user accounts. 4. Click Create a new account. 5. Enter Voic as the new account name and select Administrator as the account type. 6. Click Create Account. The new account, Voic , is created and added to the list of user accounts. 7. Click Voic and create a secure password for the account. Next steps Continue with one of the following procedures as appropriate to the installed MAPI client and method for sending . Configuring Outlook Express for internet mail on page 69 Configuring Outlook for internet mail on page 70 Configuring Outlook for the Exchange Server on page 72 Configuring Outlook Express for internet mail 1. Click the Outlook Express icon to start the Configuration wizard. 2. In the Display name box, enter Voic . 3. Click Next. 4. Select I already have an address that I'd like to use and enter the address. For example, voic @example.com 5. Click Next. 6. Enter the name or address of the Incoming mail server and the outgoing mail server. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 69

70 Installation Note: If you enter the name, configure the IP address of the DNS Server in the voic computer. 7. Click Next. 8. Enter the account name and password. For example, Voic 9. Select Remember password. 10. Click Next. 11. Click Finish to complete the wizard. 12. Open Outlook Express and select Tools > Options. 13. Click the General tab. 14. Uncheck Send and Receive messages at Start up. 15. Uncheck Check for new messages every. 16. Select the Send tab. 17. Uncheck Save copy of sent messages in the 'Sent Items' folder. 18. Check Send messages immediately. 19. Under Mail Sending Format select Plain Text. 20. Click OK. 21. Log on to the server computer using the account that will be used for the Voic Pro server. 22. From Outlook or Outlook Express, send a message direct to an extension user. 23. If this message is received correctly, continue with installing the Voic Pro software. Next steps Installing the Voic Pro software on page 66 Configuring Outlook for internet mail About this task For the installation of Outlook to work correctly, follow the following setup process. You can configure Outlook in two ways. If you use the wizard prior to completing the steps below, Outlook sends incorrect messages. 1. Right-click the Outlook icon on the desktop and select Properties. 2. Select Add. 3. Select Internet and click OK. 70 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

71 Voic 4. For Mail Account, enter Voic . 5. For User Information, enter Voic as the name. 6. For the address, enter your address. For example, 7. Select the Servers tab. 8. Enter the name or IP address of the Outgoing mail server and Incoming mail server. 9. Enter the account name and password. For example, Voic . You can leave the Incoming Mail Server details blank as Outlook does not need to check for mail. 10. Select Remember password. 11. Select the Connection tab. 12. Select Connect using my local area network (LAN) and click Next. 13. Click OK. 14. Click Next. 15. Accept the default path for file creation. 16. Select Next, then Finish, and then Close. 17. Open Outlook. 18. On the Service Option screen, select Internet Only. 19. Click Next. 20. Select Yes to register Outlook as the default application. 21. Select Tools > Options. 22. Click the Preferences tab. 23. Click Options. 24. Uncheck Save copies of messages in Sent Items folder. You might want this option selected during initial setup and troubleshooting. Due to the size of wav file message attachments, it is advisable to uncheck it after installation is complete. 25. Log on to the server computer using the account used for the Voic Pro server. 26. From Outlook or Outlook Express, send a message directly to an extension user. 27. If this message is received correctly, continue with installing the Voic Pro software. Next steps Installing the Voic Pro software on page 66 December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 71

72 Installation Configuring Outlook for the Exchange server About this task This option can be selected if Outlook is to be configured to connect to the Exchange server, using a valid user name and password, while the Voic computer remains a member of a work group. 1. Create a new mailbox on the Exchange server, and assign it the same password as has been configured on the voic computer. For example, Voic 2. Clear User must Change password at Next Logon and select Password Never Expires. 3. On the voic computer, logon with the Voic account. 4. Right-click the Outlook icon on the desktop and select Properties. 5. Select Add. 6. Highlight Microsoft Exchange Server and click OK. 7. Type in the Exchange server name and enter Voic in the Mailbox field. 8. Highlight the MS Exchange Settings. 9. Click Properties. 10. Highlight Microsoft Exchange Server. 11. Click Properties. 12. Click Check name. 13. If the name is resolved, select Apply. 14. Click OK, OK and Close to shut the mail settings. 15. Do not continue until the name has been resolved correctly with the Exchange server. If the name is not resolved, check the account details with the Exchange administrator. 16. Open Outlook and select Yes to register Outlook as the default application. 17. Select Tools > Options. 18. Click the Preferences tab. 19. Click Options. 20. Uncheck Save copies of messages in Sent Items folder. You might want this option selected during initial setup and troubleshooting. Due to the size of wav file message attachments, it is advisable to uncheck it after installation is complete. 21. Log on to the server computer using the account used for the Voic Pro server. 22. From Outlook or Outlook Express, send a message directly to an extension user. 23. If this message is received correctly, continue with installing the Voic Pro software. 72 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

73 Voic Next steps Installing the Voic Pro software on page 66 Installing the Voic Pro software About this task To install Voic Pro software, perform the following steps: 1. Log off and log on using the Voic account and password. 2. Install the required Voic Pro software. 3. When the system prompts for a user name and password for the Voic Pro service, enter the Voic account details. 4. Restart the server and log on using the Voic account. 5. When SMTP details are requested, enter no values and ignore the error message following the SMTP check. 6. Start the Voic Pro service. 7. Check that the basic voic services start and operate correctly. Related Links Starting Voic Pro Services manually on page 26 Switching Voic Pro to MAPI About this task By default, the Voic Pro server is configured for SMTP mode. However, if MAPI settings are entered it will switch to MAPI mode. Some options are not available if you are working offline. You must be working online to use this feature. 1. Start the Voic Pro client. 2. Click Preferences, and select General. 3. Click the tab. 4. Click the MAPI sub tab. 5. Select the Enable MAPI check box to switch the Voic Pro server to use MAPI for its e- mail options rather than SMTP.. 6. In the Profile field, choose a MAPI account that is already configured and is able to send s from the MAPI client on the voic server. 7. Click OK. 8. Click Save and Make Live. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 73

74 Installation Changing the SMTP account settings 1. Open the Windows Control Panel. 2. Select IP Office Voic Pro. 3. Select the SMTP Settings tab. 4. Enter the settings to match the customer's server and the account configured on that server for the Voic Pro service. 74 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

75 Voic 5. Click the Settings tab. 6. Enter the address for the account setup on the customer's server for the Voic Pro service. 7. Click Check to test the connection to the specified account. 8. Click OK. Voic operation User and group configuration The address for each user and hunt group is set through the IP Office configuration. The following fields on the Voic tab are set for a user and group configuration. Voic Voic radio buttons Voic usage Use of voic requires the Voic Pro server to have been configured to use either a local MAPI client or an SMTP server account. See Voic on page 60. Use of voic for sending (automatic or manual) messages with wav files attached requires discretion, as a one-minute message creates a wav file of 1MB size. If voic is turned off, users can change their voic mode using Visual Voice. If the voic server is set to IP Office mode, a user can also change their voic mode December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 75

76 Installation through the telephone prompts. The ability to change the voic mode can also be provided in a call flow using a Personal Options Menu action or a Generic action. If the voic server is set to IP Office mode, users can manually forward a message to . About copying s When s are copied, there is no mailbox synchronization between the and voic mailboxes. For example, reading and deletion of the message does not affect the message in the voic mailbox or the message waiting indication provided for that new message. About forwarding s When is set to forwarding, each time a new voic message is received in the voic mailbox, that message is attached to an and sent to the address. No copy of the voic message is retained in the voic mailbox and there is no message waiting indication. There is no mailbox synchronization between the and voic mailboxes. Users can also select this mode by dialing *01 from their extension. Voic Pro 5.0+ supports voic to an Exchange server account. For users and groups also enabled for UMS Web Services, this significantly changes their mailbox operation. The Exchange server inbox is used as their voic message store and features such as message waiting indication are set by new messages in that location rather than the voic mailbox on the voic server. Telephone access to voic messages, including Visual Voice access, is redirected to the Exchange server mailbox. Voic field descriptions Name Voic Code and Confirm Voic Code Description Sets or changes the user's mailbox passcode. If the voic server is set to Intuity Emulation mode, mailbox users are asked to set a voic code the first time that they access the mailbox. 76 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

77 Voic Name Voic Voic Help Voic Ringback Voic On Voic Reading Broadcast UMS Web Services Description Sets the user or group address used by the voic server for voic operation. When an address is entered, additional Voic controls display that are used to configure the type of voic service that should be provided. Default = Blank (No voic features). For voic systems running IP Office mailbox mode, this option controls whether users retrieving messages are automatically given an additional prompt For help at any time press 8. If switched off, users can still press 8 for help. For voic systems running in Intuity emulation mode, this option has no effect. On those systems the default access greeting always includes the prompt For help at any time, press *4 (*H in the US locale). When on, if the user has a new message, the voic server can call the user's extension whenever the extension changes from off-hook to on-hook. The voic server will not ring the extension more than once every 30 seconds. Default = Off. When on, the mailbox is used by the IP Office to answer the user's unanswered calls or calls when the user's extension returns busy. Note that selecting off does not disable use of the user's mailbox. Messages can still be forward to their mailbox and recordings can be placed in it. The mailbox can also still be accessed to collect messages. Default = On. Enabled for TTS reading. Voic messages left for the hunt group are forwarded to the mailboxes of the individual group members. The original message in the hunt group mailbox is deleted after being broadcast. If selected, the user is able to use UMS to access their mailbox. Using the UMS options, messages can be accessed via a Web browser, an IMAP compatible application, or an Exchange server account. This function is subject to licenses. For more information, see UMS Web Services on page 29. For hunt groups, the hunt group mailbox is accessed using UMS using a Web browser or an IMAP-compatible Voic radio buttons If an address is entered for the user or group, additional options are selectable. These control the mode of automatic voic operation provided by the voic server whenever the voic mailbox receives a new voic message. Default = Off. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 77

78 Installation Name Off Copy Forward Alert Description If off, none of the options are used for automatic voic . Users can also select this mode by dialing *03 from their extension. If this mode is selected, each time a new voic message is received in the voic mailbox, a copy of the message is attached to an and sent to the address. If this mode is selected, each time a new voic message is received in the voic mailbox, that message is attached to an and sent to the address. If this mode is selected, each time a new voic message is received in the voic mailbox, a simple message is sent to the address. This is an message announcing details of the voic message but with no copy of the voic message attached. Users can also select this mode by dialing *02 from their extension. DTMF Breakout fields Name Reception / Breakout (DTMF 0) Breakout (DTMF 2) Breakout (DTMF 3) Description The number to which a caller is transferred if they press 0 while listening to the mailbox greeting rather than leaving a message (*0 on embedded voic ). The number to which a caller is transferred if they press 2 while listening to the mailbox greeting rather than leaving a message (*2 on embedded voic ). For pre-5.0 systems this option is not support for Voic Pro running in IP Office mailbox mode. The number to which a caller is transferred if they press 3 while listening to the mailbox greeting rather than leaving a message (*3 on embedded voic ). For pre-5.0 systems this option is not support for Voic Pro running in IP Office mailbox mode. How voic messages look Messages sent by a user or group's voic settings contain the following sections: To From The user or group address. The name and address setting of the client account. Subject Voic message that consists of calling number > user name and From:calling number. Body Attachment If the user or group's voic mode is set to Copy or Forward, the message body contains the IP Office Voic redirected message. When using Copy or Forward mode, the message is attached as a wav file. 78 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

79 Voic Messages sent through a Voic Pro action are configurable, see The Voic Pro Action on page 79. The Voic Pro action The action in Voic Pro can be used to send messages through in response to caller actions in the voic call flow. The action can also attach a wav file. In the example above, the action follows a Voice Question action. The $ in the action's Attach file to field instructs it to use the file recorded by the preceding Voice Question action. The same method can be used with a Leave Mail action. Note however that the Leave Mail action must be set to a valid target mailbox which will then have a copy of the message. Alternatively, the action can attach a prerecorded wav file by specifying the file name. That named file can be created by an Edit Play List action. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 79

80 Installation Text To Speech (TTS) installation The Voic Pro server uses Text To Speech (TTS) in the following ways: Speak text in call flows using the Speak Text action. The text can include variables passed from other actions including database actions. When installed in parallel with Voic , TTS can be used to provide reading to selected mailbox users. TTS can be used by thevoic Pro client user to record prompts used by call flow actions. Related Links Voic on page 60 Setting up Text To Speech to read on page 82 Windows TTS licensing Voic Pro TTS requires the server computer to have a Microsoft SAPI 5 compatible TTS engine installed and a valid license entry. Reading Speak Text Actions / Prompt Recording Users who want to use this feature must have their user profile configured as either Mobile User or Power User using Mobile User Profile or Power User Profile licenses. In addition, IP Office with a Windows-based Voic Pro server must have a VMPro TTS (Generic) or a VMPro TTS (ScanSoft) license and IP Office with a Windows-based Voic Pro server must have a VMPro TTS Professional license for reading to work. The license for this operation depends on whether you are using the Avayasupplied ScanSoft TTS speech engine or a third-party generic TTS speech engine (including the TTS speech engines included in Microsoft operating systems). Generic TTS The use of up to eight simultaneous generic TTS ports is enabled by the Advanced Edition license. Alternatively separate VMPro TTS (Generic) licenses can be added. Avaya ScanSoft TTS The use of the Avaya-supplied ScanSoft TTS engine is licensed by the addition of VMPro TTS (ScanSoft) licenses to the IP Office configuration. Generic TTS licensing If you add both generic TTS and ScanSoft TTS licenses, the system will use both of the TTS engines for calls on a first-come-first-serve basis. You will not be able to control the use of TTS engine for particular calls. Therefore, license only one type of TTS engine within a system. 80 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

81 Text To Speech (TTS) installation Languages For Voic Pro 5.0 or higher on Windows, the TTS engine supports the same set of languages as Voic Pro speech prompts except for Hungarian. For Voic Pro 8.0 or higher on Linux, the TTS engine supports the same set of languages as Voic Pro speech prompts except for Hungarian, Korean, and Chinese (Cantonese). For these unsupported languages, there will be no alternate languages selected. If any of the three unsupported languages is configured in Voic Pro 8.0 or higher, then TTS will not play anything. If more than one TTS language is installed, use the Select System Prompt Language action to switch TTS to a different language from the selected default. Checking that Windows Audio is enabled About this task On many Windows server computers, while the Windows Audio components are present by default they are not always enabled. If this is the case the playback of voice prompts may be choppy and the TTS (if installed) will not work. However, enabling Windows Audio does not require the server computer to have a sound card installed. 1. Verify that you have full administrator rights for the computer. 2. Click Start > Administrative Tools > Services. 3. If the status of the Windows Audio service is not Started, start the service and set the Startup Type to Automatic. Installing Generic Text To Speech 1. Install and test Voic Pro as normal. 2. Using IP Office Manager, add the Advanced Edition or VMPro TTS (Generic) license into the IP Office configuration. 3. Send the new configuration to the IP Office system. 4. Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid. 5. The Voic Pro installation includes the default Microsoft TTS engines (Microsoft Sam, Mike, Mary, and Simplified Chinese) as standard. If another third-party SAPI 5 compatible TTS engine is going to be used, install that software. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 81

82 Installation 6. If the system is licensed for generic TTS, Voic Pro automatically discovers any SAPI 5 installed engine. If there is no third-party engine, then the Microsoft third-party engine is used. Installing Avaya Text To Speech About this task The Avaya TTS engine for Voic Pro is supplied on media disks (x2) separate from the Voic Pro software installation media. By default, TTS engine installation also includes installation of the English US and English UK language packs. 1. Install and test Voic Pro as normal. 2. Using IP Office Manager, add the VMPro TTS (ScanSoft) license into the IP Office configuration. 3. Send the new configuration to the IP Office system. 4. Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid. 5. Insert the first Avaya TTS DVD. The installation auto-starts. 6. Follow the prompts and install the required languages. 7. If the system is licensed for Avaya TTS, the ScanSoft engine is automatically used. Setting up Text To Speech to read Before you begin The Voic Pro server must have been installed and configured to support Voic . reading can only be enabled for IP Office users whose Profile setting is set to Mobile User or Power User. IP Office must have a VMPro TTS (Generic) or a VMPro TTS (ScanSoft) license for reading to work with a Windows-based Voic Pro server and a VMPro TTS Professional license for reading to work with a Linux-based Voic Pro server. This feature is supported only for Intuity mode. Users hear their new voic messages and then the number of Messages with text. Before each is spoken, details of who it is from, when the message was sent, and the size are given. These details assist you in deciding to skip large or non-urgent s. reading cannot be used for s in HTML format. If HTML messages are received, all of the code will be read out as a message. About this task In conjunction with MAPI clients and Exchange server, TTS can be used to read new s in a user's inbox when they access their voic mailbox. 82 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

83 Troubleshooting 1. Within the IP Office configuration, display the settings for the user. 2. On the User tab, set the user's Profile to either Mobile User or Power User. 3. On the Voic tab, enter the user's address in the Voic field. 4. Enable the Voic Reading field. Troubleshooting Starting Voic Pro Services manually About this task If you have installed Voic Pro successfully and rebooted the server computer, then the voic service starts automatically. However, you can restart the service manually, if required. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 83

84 Installation 1. Click Start > Administrative Tools > Services. The Voic Pro Service should be visible. Its Status should be Started and the Startup Type should be set to Automatic. Other services may be present depending on the installed Voic Pro features. The Voic Pro Service is the main Voic Pro service. This is the only service that needs to be stopped and restarted. It stops and restarts the other services that it uses. 2. Close Services. Setting the Voic Pro Service or computer to restart automatically About this task The following action is optional. If a fault causes the Voic Pro service to stop, the fault should be investigated and fixed. However, setting the options to restart the services or the computer automatically will minimize the disruption to the Voic Pro users. 1. Click Start > Administrative Tools > Services. 2. Right-click Voic Pro Service and select Properties. 3. Select the Recovery tab. 4. Select the items in the drop-down lists to specify the action that the computer must take in case of failures. 84 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

85 Troubleshooting Using a batch file to start services About this task In some instances, certain computers might not respond quickly enough to start all of the Avaya services in the correct order. In this circumstance, you should create a batch file that delays the start of these services until the computer is fully running. Avaya IP Office Services can be started successfully at system start-up using a scheduled task that initiates the batch file below. This batch file ensures that the services will start successfully and in the correct order. 1. Set all Avaya services listed below to Manual start. Do not include Key Server. 2. Create the batch file below and save it to %SYSTEMROOT%. Only include lines for the services that are off rem Wait 60 seconds before execute. timeout /t 60 net start Voic Pro Service 3. Create a scheduled task to start the batch file at system start-up. Voic Pro User Log User authentication failures are logged in the event viewer, under VMPro User Log. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 85

86 Installation The following details are logged: UserID Tool name IP address of the client trying to log in Viewing log details 1. Click Start > Administrative Tools > Computer Management. 2. In the left pane, expand System Tools > Event Viewer > Applications and Services Logs. 3. Click VMPro User Log in the tree to view the details. About DbgView Many applications, including Voic Pro, output activity messages that are viewable in Debug View (DbgView). This application can be downloaded at knowledgebase/tools/debug. 86 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

87 Troubleshooting Installing Debug View 1. Download the DbgView zip file Unpack the files into a folder such as c:\debug on the server computer. 3. Run DbgView.exe. Events are shown in the DbgView window. These can be logged to a file if required. The level of detail shown can be filtered to show more or less activity. Using Debug View for logging 1. Run DbgView.exe. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 87

88 Installation 2. Select File > Log Preferences. 3. Set the logging details that are required and click OK. The debug log files can be opened in programs such as WordPad. While DbgView is running, the viewable trace is also copied to the specified file. Using Debug View for filtering 1. Select View > Debug Filters. 2. Select the module for which you want to increase or decrease reporting. 3. In the right hand panel, adjust the level of reporting. 4. Close the Configure Debug Filters window. 88 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

89 Troubleshooting The voic console The voic console mode (that is running as the voic service in Interact with desktop mode) is no longer used. Running services in this mode is not supported by Microsoft on Vista or Server Instead, use the debug viewer to view voic server activity as it occurs. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 89

90 Chapter 3: Using the Voic Pro client About this task The Voic Pro client is used to administer the Voic Pro server. This section covers the basic operation of the Voic Pro client to connect to a Voic Pro server. For details on administration using the Voic Pro client, see Avaya IP Office Administering Voic Pro ( ). For a Windows-based server, the client can be installed on the same server and used locally to administer the server. The client can also be installed separately on another Windows computer and then used to remotely administer the server. Logging in to the Voic Pro server About this task If you start the Voic Pro client on the same computer as the Voic Pro server, the system automatically loads the settings to manage the server. You will have full access to all the servers settings, and you do not need to login with an administrator account name and password. To connect to a remotevoic Pro server, you need to login using the name and password of an administrator account already configured on that server. The default account name is Administrator and the password is Administrator. After logging in with this account, you should change the password from that default value. Starting the Voic Pro client 1. From the Start menu, select Programs > IP Office > Voic Pro Client. The Voic Pro Client window opens. If the client has been started before, it starts in the same mode as it used previously. If it fails to do that, or if this is the first time that the client has been started, the Select Mode menu displays. 90 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

91 Logging in to the Voic Pro server 2. Select either of the Offline modes to import and export voic call flow and module files without being connected to any Voic Pro server. 3. To connect to a Voic Pro server, select Online. 4. Enter the name and password for an administrator account on the Voic Pro server. These fields are not required if accessing a Voic Pro server on the same computer as the client. The default account name is Administrator and the password is Administrator. After logging in with this account, you should change the password from the default values. If three consecutive login attempts fail for an administrator account name, the account is locked for an hour. 5. In the Unit Name\IP Address field, enter the DNS name or IP address of the Voic Pro server. Alternatively, click Browse to search the local network for a server and select a server from the results. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 91

92 Using the Voic Pro client Note: As Voic Pro client cannot find Voic Pro server running on Unified Communications Module, you cannot use Browse to connect to Voic Pro server installed on Unified Communications Module. If connected to a remote server, the Confirm Callflow Download window displays. If you select Download, any existing call flow that you have loaded in the client is overwritten. For more details, see Call flows on page To log in automatically to the selected Voic Pro server when you launch Voic Pro client next time, select the Remember Me check box. 7. If this is the first time that the Voic Pro server has been logged into, you should first change the default remote access account. If you logged in remotely using the default account, select File > Change Password. If you logged in locally, select Voic Pro Administrators in the navigation panel. 92 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

93 Call flows Call flows When you connect to a server across a LAN or WAN to view or modify the call flow on the server, a check is made to see if the call flow that is stored locally on the client is the same. The call flow on the server might be different to the call flow on the client because: The local call flow is older than the version on the server, for example if the call flow on the server has been modified by another Client connection. The local call flow is newer than the version on the server, for example if the call flow on the server has been worked on while the local Client was being used in offline mode. The local call flow is from a different server, for example if you are connecting to a different server to the one from which the call flow was previously downloaded. If the call flow is the same, no data will need to be copied from the server to the client. If the call flow is different you can chose to download the call flow from the server or to use the local call flow. You can upload the local call flow to the server using the Save or Save and Make Live options from the File menu. Related Links Saving changes and making them live on page 94 Confirm Callflow Download field descriptions Button Download Cancel Description Downloads the call flow from the server. Exits the window. Continue offline message Only one Voic Pro client can be connected to a Voic Pro server at any time. To prevent an idle client session from blocking the server, a Client/Server Connection Timeout (mins) setting is used to disconnect the idle client session. By default, the timeout is set to 5 minutes. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 93

94 Using the Voic Pro client If your Voic Pro client session has timed out, the Voic Pro client prompts you whether to re-establish the session or close. You are then able to continue working in offline mode or to close the client. Saving changes and making them live About this task The call flow settings shown and edited using the Voic Pro client are stored in a database file, Vmdata.mdb, on the Voic Pro server. However, when edited, the changes are not automatically applied to the operation of the Voic Pro server. Instead, the database file must be converted to a separate file, Root.vmp, that being the file that is used by the Voic Pro server for its current operation. Saving the configuration and making it live Choose server. Save & Make Live to save the settings as the Root.vmp file used by the Voic Pro If you are working remotely in Offline mode, you are prompted to select whether to save your changes to the local database or to the remote server. Saving the configuration to a file without making it live About this task Call flow settings can be saved to a.vmp file and then included in the operation of another voic system. 1. Choose Save as to save the database as a.vmp file with the name that you specify. 2. Copy the file to other systems, as needed. 94 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

95 Logging out Logging out About this task It can be useful to connect to a system to download the current system configuration and then disconnect and make changes offline. You can then test configuration changes offline before applying them to a live system. Logging out is not the same as closing down with the Exit option. See Closing the Voic Pro client on page 95. If the client and server are installed on the same computer, the Log Out option is not available. From the File menu, select Log Out. You are logged out of the Voic Pro server and placed in offline mode. You can either make configuration changes offline and then log back in when you are ready, or log on to a different server to work. Related Links Logging in to the Voic Pro server on page 90 Closing the Voic Pro client About this task When you have finished working, you can close down the Voic Pro Client. 1. From the File menu, select Exit. If you have not made any changes, the Voic Pro Client closes and you are returned to the desktop. If you have made any changes, you are prompted whether to save the changes. 2. Select one of the following options. If you do not want to save the changes, click No. No changes are saved. If you want to save the changes, click Yes. The changes are saved but not made live. 3. If you want to make the changes live, click Save & make Live. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 95

96 Chapter 4: Centralized Voic Pro overview A Small Community Network (SCN) consists of several IP Office telephone systems. These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN. For details, see Avaya IP Office Manager ( ). Within a Small Community Network, several options for providing voic are described in this topic. Centralized voic Centralized Voic Pro uses a single Voic Pro server to provide voic services for all IP Office s in the Small Community Network. Except for use of ContactStore, only the central IP Office hosting the Voic Pro server requires licensing for Voic Pro operation and features. Licenses: The central IP Office is licensed as normal for Voic Pro operation and the voic features required. The other IP Office s only require licenses for UMS and or for ContactStore if required. For more information, see Centralized voic on page 98. Centralized voic with fallback IP Office 96 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

97 Control of the Voic Pro server can be taken over by another IP Office if the central IP Office becomes unavailable. Available with IP Office Release 5.0+ with Voic Pro Licenses: The fallback IP Office that takes over control of the Voic Pro requires licenses for Voic Pro operation and the features required during fallback. Centralized voic with a backup Voic Pro server The central IP Office hosting the Voic Pro server can be configured with the IP address of a backup Voic Pro server. During normal operation, call flows and other settings on the backup server are kept synchronized with those of the primary Voic Pro server. If the primary Voic Pro server becomes unavailable to the network, voic services are provided by the backup Voic Pro server. Available with IP Office Release 6.0+ with Voic Pro SMTP SSL/TLS communication is used to exchange information between the servers. If the servers fail to connect using SSL/TLS over SMTP, then plain text communication is used. Licenses: The existing licenses are used. For more information, see Centralized voic with a backup voic server on page 101. Centralized voic with distributed Voic Pro servers Other IP Office s in the Small Community Network can host their own Voic Pro server. That server is then used for the IP Office's voic functions except message storage. Available with IP Office Release 6.0+ with Voic Pro SMTP SSL/TLS communication is used to exchange information between the servers. If the servers fail to connect using SSL/TLS over SMTP, then plain text communication is used. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 97

98 Centralized Voic Pro overview The distributed Voic Pro server provides all voic services except voic collection for its associated IP Office. Licenses: Each IP Office using a distributed Voic Pro server must have licenses for Voic Pro operation and the voic features required. For more information, see Centralized voic with distributed voic servers on page 104. In all the cases above, the central Voic Pro server remains the store for messages and recordings (except for Exchange UMS users). The central Voic Pro server does message waiting indication and is the Voic Pro server used for message collection. Only when the central server is temporarily unavailable will the backup or any distributed server do message storage and collection. In those scenarios, when the central server is restored, messages collected by the backup or distributed servers are forwarded to the central server. Combinations of the solutions above can be deployed. For example, you can use a backup server and fallback IP Office control. For more information, see Combined options on page 108. Centralized voic Within a Small Community Network, a single Voic Pro server can be used to provide voic features for all the IP Offices in the SCN. One IP Office is configured for operation with the Voic Pro server as normal, including the license for voic operation and the features required. This IP Office is then regarded as the central IP Office for voic . Within the other IP Office systems, the voic settings are configured to indicate that they get their voic services from the central IP Office. These IP Offices do not need licenses for voic (except for ContactStore and or UMS if required). With the International Time Zone functionality available on the central Voic Pro server, the users of the IP offices located in different time zones across the globe receive messages in their voic system with their respective time stamp. In the sample scenario, the three IP Offices located in different time zones connect to each other. Two of the IP Offices are located in different 98 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

99 Fallback IP Office control geographical locations and are connected to the central IP Office. The Voic Pro server connects to the central IP Office. In this setup, the system stores the voic messages on the centralized Voic Pro. Each IP Office is set up to use Simple Network Time Protocol (SNTP). In the centralized Voic Pro setup, the time source of the IP Office network must be SNTP (Simple Network Time Protocol). Simple Network Time Protocol (SNTP) is an Internet standard protocol (built on top of TCP/IP) that provides accurate synchronization to the millisecond of computer clock times in a network of computers. It synchronizes all the IP Office s in an SCN configuration. Summary of IP Office settings Once the IP Office SCN has been setup, the following settings are used in the IP Office systems to provide voic operation for all the IP Office s. IP Office settings Central IP Office Other IP Office s Voic type Voic Pro Centralized voic Voic IP address Voic destination Licenses Set to the Voic Pro server computer's IP address. Not used. This system needs licenses for all the Voic Pro features required. Not used. Set to the Outgoing Group ID of the H323 Line to the central IP Office. The other IP Office s only require licenses for UMS and or for ContactStore if required. When accessing a Voic Pro server that is acting as centralized Voic Pro server, the Voic Pro displays Centralized Voic in the title bar. Related Links Voic Pro licenses on page 10 Fallback IP Office control IP Office Release 5.0+ supports a number of fallback features for Small Community Networks. In conjunction with Voic Pro 5.0+, fallback can include one of the IP Office s assuming control of the Voic Pro server should the central IP Office become unavailable on the network. Normal operation During normal operation, voic services for the Small Community Network are provided by the central IP Office communicating with the Voic Pro server. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 99

100 Centralized Voic Pro overview Fallback control operation If the central IP Office becomes unavailable to the network, control of voic services for the Small Community Network is taken over by the fallback IP Office. Caution: During the transition of voic control, access to voic may be unavailable for several minutes. Existing voic calls are disconnected and new calls are routed as if voic is unavailable. The same applies when the central IP Office is restored. Setup and requirements for voic fallback Within the configuration of the central IP Office hosting the Voic Pro server, on the H323 Line to the fallback IP Office: The Supplementary Services setting should be changed from IP Office - SCN to IP Office - SCN Fallback. The option Backs up my Voic should then be selected from the SCN Backup Options. The fallback IP Office is configured for centralized voic as normal. However its configuration must also include licenses for the Voic Pro support and the voic features required during fallback. 100 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

101 Backup voic server operation Backup voic server operation For IP Office Release 6.0 or later, the central IP Office hosting the Voic Pro server can be configured with the IP address of a backup Voic Pro server. If the central Voic Pro server becomes unavailable to the network, the backup server will be used to provide voic services. This option requires the Voic Pro servers to be running Voic Pro Release 6.0 or later. During normal operation Centralized voic with a backup server during normal operation. Voic services and message storage for the IP Offices is provided by the central Voic Pro server. Call flows, greetings, recorded names, and configuration settings on the backup Voic Pro server are synchronized with those on the central Voic Pro server. The configuration settings that are synchronized include the registry settings, user variables, SMTP mappings, and alarms. However, the directory locations, settings specific to Voic Pro client, Voic Pro IIS port settings, Campaign settings, Service SID of the Voic Pro service, and backup configuration settings are not synchronized. Messages are synchronized, but the central Voic Pro server remains the message store. The central and backup servers are synchronized regularly at defined intervals using SMTP SSL/TLS communication between the servers. If the servers fail to connect using SSL/TLS over SMTP, then plain text communication is used. During backup operation Centralized voic with a backup server during backup operation. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 101

102 Centralized Voic Pro overview If the central Voic Pro server become unavailable to the network: The backup Voic Pro server provides voic services to the IP Offices. New messages are stored on the backup server. After backup operation When the central server is restored to the network: Call flows, greetings, recorded names, and configuration settings on the central server are synchronized with those on the backup server. The central server sends a signal to the backup server to indicate that it is ready to resume control as the active Voic Pro server. Depending on the mode of failback operation configured, the system administrator or the backup server initiates failback operation to reinstate the central server as the active Voic Pro server. - Manual Failback - Graceful Failback - Automatic Failback Note: For details on configuring failback operation on backup server, see the "Configuring Failback Operation on Backup Server" section in Avaya IP Office Administering Voic Pro ( ). Any new calls that arrive when failback operation is in progress are lost. If the backup server becomes unavailable to the network before failback operation, the central sever resumes control as the active Voic Pro server. Call flows defined on the central server are synchronized with the backup server. Call flows defined on the central server cannot be modified on the backup server. Call flows cannot be defined on the backup server. Call flows defined on a distributed server are not synchronized to the central or backup servers. Related Links 102 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

103 Backup voic server operation Backup server configuration on page 103 Manual failback on page 103 Graceful failback on page 104 Automatic failback on page 104 Backup server configuration 1. The Voic Pro server software is installed as normal on the backup server computer. The voic server is not specifically configured as being a backup server. 2. The central IP Office hosting the primary voic server is configured with the IP addresses of both the primary voic server and the backup voic server. 3. The other IP Office s are configured for centralized or distributed voic as normal. Manual failback The following is the sequence of events for the manual failback operation of the backup server: 1. The backup server functions as the active Voic Pro server until the system administrator shuts down the backup server. 2. The system administrator chooses one of the following options to shutdown the backup server: If no voic calls are active on the backup server, shutdown the backup server immediately. If some voic calls are active on the backup server, suspend the backup server operation to prevent any new voic calls. Then, shutdown the backup server immediately after all the active voic calls on the backup server come to an end. If some voic calls are active on the backup server, suspend the backup server operation to prevent any new voic calls. Then, shutdown the backup server immediately after the number of active voic calls on the backup server reduces significantly. 3. When the backup server shuts down, the central server resumes control as the active Voic Pro server. Related Links Graceful failback on page 104 Automatic failback on page 104 December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 103

104 Centralized Voic Pro overview Graceful failback The following is the sequence of events for the graceful failback operation of the backup server: 1. The backup server functions as the active Voic Pro server while voic calls are active on the backup server. 2. The backup server hands over the control to the central server immediately after all the active voic calls on the backup server come to an end. Related Links Manual failback on page 103 Automatic failback on page 104 Automatic failback The following is the sequence of events for the automatic failback operation of the backup server: 1. The backup server enters the suspend mode to prevent any new voic calls and starts a countdown timer for the failback operation timeout. 2. The backup server functions as the active Voic Pro server until any one of the following events: All active voic calls on the backup server come to an end. Timeout period for failback operation is elapsed. 3. The backup server hands over the control to the central Voic Pro server immediately after any one of the aforementioned events. Note: If the failback operation timeout is set to 0, the hand over of the control is immediate. Related Links Manual failback on page 103 Graceful failback on page 104 Distributed voic servers For IP Office Release 6.0 and higher, remote IP Office s in the Small Community Network can be associated with another Voic Pro server in addition to the centralized Voic Pro server. The additional distributed server then provides all voic services (except message storage and collection) for that IP Office. This requires the remote IP Office to have licenses for voic operation and the features it requires. 104 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

105 Distributed voic servers While the distributed server does message recording, it forwards all messages to the central Voic Pro server. The messages are transferred between systems using an IIS SMTP services. For mailbox users, message waiting indication and message collection is still done using the central Voic Pro server. With the support of International Time Zone (ITZ) functionality, the users of the IP Office s located across the globe receive messages in their voic system with their respective local time stamp. Centralized voic with additional distributed voic servers In this scenario, the three IP Office s located in different time zones connect to each other. Two of the IP Office s are located in different geographical locations and are connected to the Central IP Office. The Central IP Office connects to a central Voic Pro server and the other IP Office s connect to the Distributed Voic Pro server, an additional voic server added to the Small Community Network. Each IP Office is set up to use Simple Network Time Protocol (SNTP), the time source of the IP Office Network. Simple Network Time Protocol (SNTP) is an Internet standard protocol (built on top of TCP/IP) that provides accurate synchronization to the millisecond of computer clock times in a network of computers. It synchronizes all the IP Office s in an SCN configuration. Other IP Office s continue to use centralized voic as normal. An IP Office that is using a distributed Voic Pro server cannot also be used as the fallback IP Office for the central Voic Pro server. SMTP SSL/TLS communication is used to exchange information between the servers. If the servers fail to connect using SSL/TLS over SMTP, then plain text communication is used. Note: In the distributed Voic Pro set up, ITZ functions similar to the centralized Voic Pro set up. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 105

106 Centralized Voic Pro overview Multiple distributed servers Additional distributed Voic Pro servers can be added as required by the individual IP Office sites in the Small Community Network. Sharing distributed voic servers 106 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

107 Distributed voic servers The same distributed Voic Pro server can be shared by several IP Office s. The services it provided to each depends on the licenses that each has. Summary of IP Office configuration settings for distributed voic servers IP Office settings Central IP Office Other IP Office s IP Office with distributed server Voic type Voic Pro Centralized voic Distributed voic Voic IP address Voic destination Licenses Set to the central Voic Pro server computer's IP address. Not used. Related Links Voic Pro licenses on page 10 This system needs licenses for Voic Pro and all voic features required. Not used. Set to the Outgoing Group ID of the H323 Line to the central IP Office. The other IP Office s only require licenses for UMS and or for ContactStore if required. Set to the distributed Voic Pro server computer's IP address. Set to the Outgoing Group ID of the H323 Line to the central IP Office. This system needs licenses for Voic Pro and all voic features required. Distributed voic server configuration 1. The centralized voic server for the SCN and its central IP Office are configured as normal. 2. The Voic Pro server software is installed as normal any distributed voic server computer. The distributed voic server is not specifically configured as being a distributed server. 3. Each IP Office hosting a distributed voic server is configured with the Voic Type set to Distributed Voic . The Voic Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voic server. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 107

108 Centralized Voic Pro overview Note: The Voic IP Address is set to the IP address of the computer running the distributed voic server for the IP Office. If you are using Voic Pro in a distributed environment, a distributed server delivers a recorded message to the central Voic Pro server on completion of the recording. However, the presentation to the Voic Pro server for message waiting indication (MWI) and access via telephone might be delayed because of the internal processing of the message and the network latency. The delay might be up to 2 minutes in high traffic situations. Combined options The various centralized voic options (standard, fallback, backup and distributed) can be used within the same Small Community Network. An IP Office using a distributed voic cannot be used as the fallback IP Office for the central IP Office. A distributed Voic Pro server cannot also be used as the backup Voic Pro server. Example: Combined fallback control and backup server operation In this example, the fallback IP Office control and backup voic server operation are combined. Central IP Office unavailable Central Voic server controlled by fallback IP Office 108 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

109 Combined options If the central IP Office becomes unavailable on the network, the fallback IP Office takes over control of voic services using the centralized Voic Pro server. Central voic unavailable Backup Voic Pro server controlled by central IP Office If the central Voic Pro server becomes unavailable on the network, the central IP Office switches to using the backup Voic Pro server. Central IP Office and central Voic Pro server unavailable Combined backup Voic Pro server and fallback IP Office operation December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 109

110 Centralized Voic Pro overview If both the central IP Office and the central Voic Pro server become unavailable to the network, voic services will switch to the backup Voic Pro server under control of the fallback IP Office. Installation notes Configuring SMTP About this task Both the distributed voic and backup voic scenarios use the same mechanism for the information exchange between the servers. That mechanism uses the SMTP SSL/TLS communication between the Voic Pro servers. If the servers fail to connect using SSL/TLS over SMTP, then plain text communication is used. Note that this means that a server with Microsoft Exchange installed (such as an SBS server) cannot be used because Exchange replaces the SMTP service. The following procedure applies to both scenarios unless specifically stated as otherwise. 1. Install and enable IIS. All the Voic Pro servers (central, distributed and backup) require IIS to be installed and enabled on the server before installation of the Voic Pro server software. a. Start the Internet Information Services manager. b. Right-click on Default SMTP Virtual Server and select Properties. 110 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

111 Installation notes c. Select the Messages tab. d. Deselect the Limit Message Size and Limit number of messages per connection options. 2. Configure each Voic Pro server for SMTP via IIS. Following installation of the Voic Pro server software, it should be configured for SMTP operation. By default, the Voic Pro server installs defaulted to SMTP operation. However this should be checked. a. Start the Voic Pro Client. b. Click Preferences and select General. c. Click the tab. d. Verify that the MAPI settings are not enabled. e. Select the SMTP Sender sub tab. The first entry in the list must be configured for SMTP between the Voic Pro servers. f. Set the Domain and Server to the fully qualified domain name of the Voic Pro server. For a Windows-based Voic Pro server, these s are received on port 25 by IIS and are placed in its mail drop folder. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 111

112 Centralized Voic Pro overview g. To obtain the name, right-click My Computer and select Properties. The Computer Name tab shows the information that should be used as Full computer name. The name must be used. IP addresses are not used. 112 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

113 Installation notes h. Select the SMTP Receiver sub tab. i. Set the SMTP Receiver as External and set the Drop Folder address to be the IIS mail drop folder (usually C:\Inetpub\mailroot\Drop). j. Click OK. 3. Click Save & Make Live. 4. Verify that Port 25 is not blocked. Many firewalls block access to port 25 by default. Check that the firewall software on the server is configured to include VMProV5Svc.exe as an exception. 5. (Optional) Set DNS host routing by locating the C:\Windows\System32\drivers\etc \hosts file and open it in a text editor such as WordPad. SMTP operation uses fully qualified domain names that need to be resolved to IP addresses by the network's DNS server. For name resolution, the hosts files on each server can be used. Note however that if this method is used, any changes to IP addresses of servers needs to be reflected in the file update. 6. Add IP address and fully qualified domain name entries for each of the other Voic Pro servers. Voic Pro Configuration In all scenarios, each Voic Pro server should use the same basic configuration settings. For example, the same voic mode (Intuity or IP Office) and the same housekeeping settings. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 113

114 Centralized Voic Pro overview IP Office configuration Centralized voic server operation configuration The centralized Voic Pro server for the SCN and its central IP Office are configured as normal. Each IP Office not hosting a distributed Voic Pro server is configured with the Voic Type set to Centralized Voic . The Voic Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized Voic Pro server. Distributed voic server operation configuration 1. The centralized voic server for the SCN and its central IP Office are configured as normal. 2. The Voic Pro server software is installed as normal any distributed voic server computer. The distributed voic server is not specifically configured as being a distributed server. 3. Each IP Office hosting a distributed voic server is configured with the Voic Type set to Distributed Voic . The Voic Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voic server. The Voic IP Address is set to the IP address of the computer running the distributed voic server for the IP Office. Backup server operation configuration 1. The Voic Pro server software is installed as normal on the backup server computer. The voic server is not specifically configured as being a backup server. 2. The central IP Office hosting the primary voic server is configured with the IP addresses of both the primary voic server and the backup voic server. 114 Deploying Avaya IP Office Platform Voic Pro (Windows) December 2014

115 Installation notes 3. The other IP Office s are configured for centralized or distributed voic as normal. Server connection tests You can use the following tests to check the connection to the central server. Always use the fullyqualified domain name of each server. Ping test: Makes a ping from the server to the central server. For example, ping vmpro1.example.com. You should see a series of four successful replies from the sever. Telnet test: Makes a telnet test from the server to the central server. For example, telnet vmpro1.example.com 25. You should receive a response from the server within IIS. Enter quit to close the telnet connection. To check the connection from the central server, you can repeat the ping and telnet tests. This time from the central server to the backup or distributed server. Voic Pro client status When connected to a Voic Pro server using the Voic Pro client, the client title bar displays the role of that Voic Pro server; Centralized Voic , Backup Voic or Distributed Voic . When connected to the backup Voic Pro server, if it is the active server, the title changes from Backup Voic to Backup Voic (Live). When connected to the centralized Voic Pro server, the Distributed Voic s folder can be selected to display details of the distributed servers and the state of the connection with each. The Result is either: In Progress The servers are synchronizing information via SMTP. Up-To-Date The servers are synchronized. December 2014 Deploying Avaya IP Office Platform Voic Pro (Windows) 115